Senior Manager, Customer Support and Services (DESG)

Datacor is seeking a Senior Manager of Customer Support and Services to lead the Datacor Engineering Software Group (DESG). This role involves overseeing the strategy, execution, and management of all support and services for the CHEMCAD and AFT product lines. The primary goal is to ensure customers derive maximum value from Datacor's products and services, fostering customer retention, loyalty, and advocacy. Key responsibilities include providing leadership to the customer support team, developing strategic initiatives to enhance the customer support experience, overseeing team management, and serving as a customer advocate within the organization. Additionally, the role involves setting up quality assurance standards, monitoring key performance metrics, collaborating with other departments, managing escalated customer issues, and developing/optimizing service offerings. Qualifications include a bachelor's degree and at least 5 years of experience in customer support, with 3 years in a leadership role.