Director of Customer Support, Europe Region

Join ECI Software Solutions as the Director of Customer Support for the EMEA region, where you will lead an international team delivering exceptional support for our diverse portfolio of over 44 products across six vertical industries. This leadership role is at the forefront of driving customer success.As a Director of Customer Support, you will lead a team of managers and will need to be adaptable and understand the uniqueness of each product and division while maintaining a consistent customer support experience.Additionally, this strategic position drives the adoption of ECI Software products/solutions and identifies growth opportunities to expand ECI Software’s footprint while demonstrating value and benefits to customers. The ideal candidate will establish the operational strategy and execution for the EMEA region, balancing performance and transformation agendas while meeting customer commitments.This role is based in our Leusden office with remote working flexbility.Key ResponsibilitiesLead and Inspire: Manage and mentor a team of 5 support managers leading 50 application support technicians, fostering a culture of growth, engagement, and operational excellence. Build high-performing teams that align with customer outcomes and ECI’s core values. Sponsor a culture of innovation through employee engagement.Drive Technical Excellence: Develop a team of top-tier technical resources through best practices and standardized support tools, ensuring consistent, high-quality customer experiences across regions.Innovate and Optimize: Champion a culture of innovation by enhancing support systems, streamlining processes, and implementing cutting-edge reporting and analytics capabilities to drive informed decision-making.Own Customer Success: Take ownership of customer escalations and critical incidents, providing clear, proactive communication and collaborating with Product, Engineering, Professional Services, and Sales teams to resolve high-priority issues swiftly.Strategize for Growth: Collaborate with Product and Development teams to address customer concerns, adhere to SLAs, and drive top case drivers and enhancements, ensuring customer health and adoption metrics are maintained and improved.Continuous Improvement: Orchestrate a comprehensive continuous improvement plan encompassing process optimization, KPI tracking, alert escalation, system enhancement, feedback mechanisms, executive reporting alignment, round-the-clock support strategy, and ongoing learning and development efforts.QualificationsProficient in business-level Dutch (verbal and written).10+ years of experience including 6+ years in a leadership role within Technical Support, Customer Success, or Professional Services.Proven ability to foster and embed a values-driven, people-first culture that enhances employee engagement, retention, and team performance.Proven track record in major account/customer management (e.g., Enterprise Customers) and building high-performing, customer-focused teams.Proven ability to foster and embed a values-driven, people-first culture that enhances employee engagement, retention, and team performance.Demonstrated experience in the software industry and related verticals.Proven ability to interface and drive efficiency and effectiveness with all levels of an organization.Strong analytical thinking and business acumen with the ability to see the big picture and navigate complex changes.Excellent communication and presentation skills, including the ability to simplify complex thoughts and ideas. Ability to travel domestically and internationally up to 5%-10% of the time.In this role, you will have the opportunity to shape the future of customer support in the EMEA region. If you’re a strategic leader with a customer-first mindset and a passion for driving excellence, we invite you to join us in delivering transformative solutions that empower our customers and fuel our growth.