Lead and manage regional customer support delivery across the EMEA grid software business, ensuring service levels, quality standards, and customer satisfaction targets are met
Act as the escalation point for complex or critical customer issues, particularly those impacting customer production systems
Partner with regional and global leadership to align support strategies with broader grid software and services objectives
Monitor and manage support backlogs, aging cases, and response performance to ensure operational stability
Analyze support performance metrics, identify trends, and implement data-driven improvements
Ensure a consistent customer experience across all support touchpoints
Collaborate closely with Product, Engineering, Professional Services, and Customer Success teams to share customer feedback and influence product and service improvements
Drive knowledge sharing, process standardization, and best-practice adoption across internal teams and partner resources
Own supplier and vendor relationship management, including performance monitoring, SLA adherence, contractual governance, and continuous improvement initiatives
Contribute to resource planning, budgeting, and supplier governance processes

Proven experience leading customer support or service delivery functions within a technology or enterprise software environment
Experience leading geographically distributed teams across multiple countries, cultures, and time zones
Strong track record of managing third-party service providers or strategic delivery partners, including SLAs, KPIs, and contract performance
Deep understanding of customer support operations, service delivery models, and customer satisfaction metrics
Experience working with enterprise support tools and reporting platforms (e.g. ServiceNow or similar systems)

Regional Customer Support Director

Key skills