Hudson is looking for a Director of Customer Support in West Des Moines, IA.Ideal candidates will have the below qualifications and expereince.Job Description: The Director of Customer Support is accountable for the strategy, implementation and execution of Customer Support services for Client.

Customer Support services include a 24x7x365 end user and administrator call center, escalation path and communication strategy to keep customers apprised of support-related issues.

This position is key to client's success by ensuring high customer satisfaction based on support responsiveness, professionalism of customer interactions, issue resolution efficiency, customer communication and overall support organization effectiveness.

To meet client's Customer Support goals, the Director is responsible for the following framework: Establish the measureable objectives for the team, collect and publish the data against those objectives and act on trends for continuous improvement.

Manage the Customer Support budget and meet monthly budget targets.

Create an organizational model for the ~50 employees that allows the organization to meet its service quality and financial objectives.

Design the services offered to meet customer satisfaction goals within budget targets and work with sales and marketing to clearly articulate business value to customers.

Establish the recruiting, training, professional development and performance management framework that result in effective and satisfied managers and employees who serve satisfied customers.

Establish appropriate tools/processes that efficiently serve the Support team's quality, efficiency and communication goals.

Work with cross-functional teams including sales, technology, consulting services and training to advocate for improving the customer experience.

ie addressing root causes, setting customer expectations, etc. Track and report quality trending information and team with technology to address as appropriate.

This position is located at Headquarters office in West Des Moines, IA.Education: A degree from a four year college with an emphasis in communication or technology.

10+ years in a department leadership role.

5+ years of Customer Service in the software industry.

2+ years in the Learning/Training/Development industry desired.

Should be functionally literate in the technologies of Client and customer support, e-learning, CRM tools, software development, internet/SAAS delivery model, communications tools and communication methods.

Experience with call monitoring tools.

Interested Candidates should definitely apply for this opportunity as we are currently interviewing.

About HudsonHudson (NASDAQ: HHGP) is a leading provider of permanent recruitment, contract professionals and talent management services worldwide.

From single placements to total outsourced solutions, Hudson helps clients achieve greater performance by attracting, selecting, engaging and developing the best and brightest specially skilled professionals - people like you - for their business.

We possess deep expertise across multiple disciplines and industries, including accounting and finance, legal, IT, sales and marketing, supply chain and more.

Hudson (www.hudson.com) is an Equal Opportunity Employer.

We participate in the E-Verify program as allowed under federal and state law and in accordance with our executed Memorandum of Understanding with the Department of Homeland Security.

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