Director Global Customer Support


Country:United States

Office Location:Hamilton, NJ (US HQ)

Experience Level:8-10 years

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If you share a true passion for technology, enjoy working together in developing solutions, share ideas, and exchange knowledge we want to talk to you. Sparta Systems is the Leader in Enterprise Quality Management Solutions (EQMS) and moving forward!
As a senior, hands-on, transformational leader in global Customer Support, you will combine your years of proven expertise in building high-performance teams with a never-ending quest to improve customer experience, service quality and client satisfaction. You’ll lead a team of global support engineers for Sparta’s On-Prem Trackwise solution and cloud based Trackwise Digital solution built on the Salesforce / platform and technology domain. Your experience supporting global enterprise software products will continue create additional referenceable sites when partnering with such internal stakeholders as: Product Management, Research & Development, Sales, Marketing, Finance and IT. The Director will have 12+ years of progressively senior management in enterprise software, SaaS and 5+ years in software support functions, with a strong background in process design and optimization. Experience supporting applications built on the platform a plus.
Required Skills:
and Responsibilities: 
  • Lead the Customer Support Team to continually improve the service quality and client satisfaction.
  • Agree to service levels with customers and monitor performance against SLA targets.
  • Maintain professional, open & good relationship with External and Internal Customers as well as with all Sparta’s Service Providers.
  • Responsible for maintaining customer executive relationships.  Provide regular, frequent interaction & keep abreast of client’s views by visiting customer sites.
  • Responsible for management of CS client escalation with the objective of driving issues to clear resolution.  This may require working across functional areas to achieve desired results.
  • Proactively engage Sparta’s executive management with clear direction on escalated client situations that require Executive level decision.
  • Increase the number of referenceable accounts in the region.
  • Work with Finance and the Support team to deliver RLF targets and trigger new RLF streams as contracted.
  • Work with Product Support and Product development teams to ensure that Sparta is delivering against SLAs. 
  • Drive the rollout of SLAs in each region.  Ensure proper monitoring of SLAs.  With appropriate clients, sit down and review dashboards on a regular basis to improve our customers experience and build customer loyalty.
  • Conduct regular management meetings to share information on CS business, client base, issues requiring action/resolutions, strategy updates and any other relevant business topics
People Management:
  • Identify and recruit internal/external talent to ensure effective mix of competencies within the team
  • Effectively on-board new hires in order to quickly maximize performance
  • Set and communicate team/individual objectives and key performance indicators to motivate individuals to achieve high performance
  • Allocate work load to fully utilize every employee’s skills and abilities
  • Implement development plans and coach individuals to reach their maximum potential
  • Provide ongoing constructive feedback on performance and address development needs in a timely manner
  • Recognize high performers to maintain motivation and retain key talent
  • Regularly communicate relevant company information and progress against business plan
  • Provide opportunities for team development and interaction
Preferred Skills:
and Qualifications:
  • Bachelor’s degree in a relevant program of study, or equivalent relevant work experience
  • Relevant industry experience 12+ years in enterprise software and SaaS
  • 5+ years in software support functions
  • Strong background in process design and optimization
  • Experience supporting applications built on the platform a plus
  • International travel on a quarterly basis is typical
Sparta Systems Offers:
  • Competitive salaries and benefits package
  • Employee engagement programs such as Sparta Gives Back, Wellness, Spirit Committee, etc.
  • An opportunity to work for the world's premier provider of cloud and on-premise quality management software.
About the Company:

Sparta Systems is the leading provider of Enterprise Quality Management Software (EQMS) solutions that drive and enhance quality and compliance for leading pharmaceutical, medical device, CPG and other companies globally. 

Founded in 1994, Sparta has operated for over 20 years as the pioneer, innovator and thought leader within the EQMS space, with its flagship TrackWise and TrackWise Digital solutions serving as the clear industry “gold standard”. The company has global operations, serving a diverse and loyal customer base of over 400 companies across the pharma, medical device, consumer and manufacturing sectors in the US, Europe and Asia, including 44 of the top 50 pharmaceutical companies in the world and 13 of the top 15 global medical device companies. Sparta Systems offers its customers a complete solution for global quality management needs, including the onsite support required throughout the project lifecycle.

Sparta is currently partnered with New Mountain Capital (“NMC”), a leading growth-oriented investment firm. NMC is interested in continuing to drive the company’s existing organic and inorganic growth opportunities within both existing and adjacent markets. 

Life is short… Work somewhere outstanding… Sparta Systems!

Sparta Systems in an Equal Opportunity Employer with our Headquarters located in Hamilton, NJ, USA
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