$85,000 - $115,000 / year Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships. Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success. Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better. We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India. JOB DESCRIPTION  Vertafore has an opening for an experienced, energetic Customer Support Director. The ideal candidate will be committed to customer service and able to grow and develop leaders. A key function of the position is to manage and retain a best in class Customer Support team dedicated to building long-term value in customer partnerships. This role is a key member of the customer support leadership team responsible for creating and leading our support strategy for delighting our customers.  Core Requirements and Responsibilities:   Essential job functions included but are not limited to the following:    Providing the best possible levels of customer service and will have proven experience of motivating and driving performance improvements within a team.   Leading customer support teams who support over 56 different Vertafore products across three different locations.   Overseeing daily contact center operations and performance metrics   Setting new strategy and visions and implementing them to better our Customer’s experience.   Being a proven Customer Support thought leader who will provide direction to peers & teams in the Customer Support organization as they work to create a best in class customer support organization.   Creating an exceptional customer experience that differentiates us in the industry and will have proven experience of motivating and driving performance improvements within a team.   Developing and implementing practices, philosophies, behaviors, and tools that will delight our Customers with every interaction.   Driving continual improvement, using quantitative and qualitative analysis, in everything that we do, including; people, technology, processes, service and product.   Driving Support training and quality program to ensure technical accuracy and customer delight in every interaction.   Managing to departmental financial objectives by forecasting requirements, and actively participating in the development of the annual budget.   Successfully achieving the right balance between Excellent Customer Experience, Employee engagement and Shareholders.   Serving as an escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary.   Provide ‘Voice of the Customer’ feedback that helps drive innovation and further solidify or enhance Vertafore’s competitive position in the marketplace.   Leveraging broad-based industry knowledge and marketplace expertise to fully understand the impact of emerging trends and technologies on the business.