Aptean is a leading provider of mission critical enterprise software solutions. We build and acquire industry-focused solutions to support the evolving operational needs of our customers. Our solutions help nearly 5,000 organizations stay at the forefront of their industries by enabling them to operate more efficiently, thereby ensuring higher customer satisfaction. For more information, visit www.aptean.com.

The Customer Solutions Director’s primary function is to ensure that all customer facing operations (both billable and those covered under a contract) are successfully and efficiently delivered to customers.  These responsibilities generally cover all support and services duties.  The position may or may not include responsibilities for multiple product lines. 

Principal Duties and Responsibilities 

1. Oversee day to day operations:  Oversee and manage all day to day operations and personnel that deliver services to customers.   These services are defined as those being listed in a maintenance contract, as well as those that are defined in a specific statement of work. 
2. Enforce Standards and Continual Process Improvement: Maintain and improve group processes. Communicate process issues to the organization and contribute ideas for process improvements/innovations. Also provide leadership in the selection of appropriate tools, techniques and methodologies.
3. Reporting and Measuring:  Charged with maintaining and reporting on all customer solutions metrics. Also charged with maintaining and monitoring specific cost elements of the department. 
4. Liaison with Key Stakeholder Groups: Establish open and collaborative dialogue with the Product Leaders, Product Management, Development, QA and Sales teams to keep abreast on company and product initiatives, releases and ad hoc projects meant to improve the customer experience.

Education 

Bachelors degree in related field required. Masters preferred. 

Work Experience

Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree

Knowledge, Skills & Abilities

• Functional/technical background in Aptean product area
• Excellent time management and organizational skills
• Excellent verbal and written communication skills
• Ability to communicate effectively with all levels of an organization
• Strong analytical problem solving and decision making skills
• Ability to work efficiently and independently and do whatever it takes to get the job done
• Ability to handle difficult or sensitive situations with diplomacy and tact
• Ability to provide meaningful and constructive feedback to others
• Track record in providing outstanding customer service
• Self-motivated and resourceful

Aptean, Inc., is an Equal Employment Opportunity Employer. In accordance with applicable federal, state and local laws No applicant for employment with Aptean shall be subjected to discrimination because of race, color, sex, national origin, religion, disability, age, covered military veteran status, reprisal for engaging in anti-discrimination activities, protected genetic information, sexual orientation or parental status.