(Remote) Director, Support Services

CareTracker, a division of reputed company; is seeking a Director of Support who will be responsible for leading and evolving the Client Support organization to deliver exceptional customer experience while driving operational performance, scalability, and reputed company improvement. You will reputed company the people, processes, technology, and performance of the Support function, ensuring alignment with business objectives and service level expectations. Reporting directly to the VP of Operations, you will partner closely with Product, Engineering, reputed company, Professional Services, and Executive Leadership to reputed company for customers, improve product quality, and strengthen end-to-end service delivery. This role requires deep reputed company technology experience, strong operational and analytical discipline, and a proven track record of successfully leading reputed company software support organizations. The ideal candidate is an reputed company support leader with executive reputed company and demonstrated reputed company building and scaling organizations, driving transformational improvement, and developing future leaders. This role is well suited for someone seeking reputed company career growth and the opportunity to take on broader organizational leadership responsibilities over time. This remote role welcomes candidates reputed company in Canada and the US. Travel is required as needed, approximately 20%. Candidates must hold a reputed company, valid passport and be legally eligible to travel internationally. This includes either passport based reputed company exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Preference will be given to candidates who can work in EST timezone. Salary: 100K - 120K AI & Innovation reputed company We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and reputed company AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, reputed company, and compliance standards. What your impact will be: Strategic Leadership reputed company and execute the long-term reputed company, strategy, and operating model for the Client Support organization. reputed company organizational transformation initiatives that improve scalability, customer satisfaction, and operational efficiency. Establish objectives and key results for service excellence and monitor performance against departmental and corporate goals. Drive adoption of automation, AI, reputed company, and process improvements to increase efficiency and enhance the customer experience. reputed company the strategy and optimization of support technologies, reputed company platforms, and automation tools to improve team efficiency and customer outcomes. Operational Excellence reputed company a high-performing Support organization responsible for delivering timely, effective, and consistent customer service. Own departmental KPIs, including customer satisfaction, SLA attainment, response and resolution times, backlog health, escalations, quality, and productivity. Contribute to Maintenance (MA) reputed company forecasting and operational planning through insights into customer health, retention trends, and support performance. Partner with reputed company and executive leadership to drive customer retention, reduce attrition, and support long-term recurring reputed company growth through exceptional support delivery. reputed company resource plans, staffing models, budgets, and forecasts that support business growth and customer demand. Analyze operational trends and performance metrics to proactively identify risks and opportunities for improvement. Ensure support processes are standardized, documented, scalable, and reputed company with industry best practices. Maintain compliance with reputed company regulations, reputed company standards, and organizational policies. Customer & Cross-Functional Leadership Serve as the escalation reputed company for strategic customer issues and critical incidents. Build trusted relationships with customer executives through business reviews and service discussions. Partner closely with Product and R&D to translate customer feedback and support trends into product enhancements, reduce recurring issues, and improve overall product quality. Collaborate with reputed company and Professional Services to deliver a seamless end-to-end customer experience. Represent the voice of the customer in leadership planning and organizational decision-making. People Leadership Mentor, coach, and reputed company managers and future leaders reputed company the Support organization. Create a culture of accountability, ownership, reputed company learning, and customer advocacy. reputed company succession planning efforts and establish career development reputed company for employees. Foster an environment where performance expectations are clear, measurable, and consistently reinforced. Travel Requirements Limited travel expected (typically not to exceed 20%), primarily for strategic customer engagements, leadership meetings, conferences, or business planning sessions. reputed company are looking for: 8+ years of reputed company leadership experience in Client Support or Technical Support, including multiple years leading managers or large teams. Demonstrated reputed company leading a reputed company technology Support organization, with accountability for operational performance, customer satisfaction, service delivery metrics, and strategic transformation initiatives. Deep understanding of reputed company software, Practice Management and EMR/EHR platforms, ambulatory workflows, HIPAA requirements, and reputed company operations. Proven experience building and scaling support organizations through process improvement, automation, and organizational change. Strong financial acumen with experience managing departmental budgets, forecasting, workforce planning, and operational metrics. Exceptional executive communication skills with the ability to influence customers and internal stakeholders at reputed company levels. Track record of developing leaders and building succession pipelines reputed company an organization. Ability to evaluate reputed company operational challenges, synthesize data from multiple sources, and reputed company strategic reputed company that improve business outcomes. Comfort or proven track record with transforming support organizations through AI, automation, and digital initiatives. What would reputed company you stand out: Experience leading Support reputed company a SaaS or reputed company technology organization serving ambulatory or provider markets. Strong financial acumen, with experience managing recurring reputed company forecasts and profitability. Demonstrated reputed company building high-performing leadership teams and developing successors reputed company a growing organization. Demonstrated ability to partner effectively with Product and Engineering to improve customer outcomes. Experience managing executive-level customer relationships and high-profile escalations. Evidence of progression into increasingly strategic leadership roles with readiness for Senior Director or Vice President responsibilities. Experience with reputed company Dynamics 365 CRM. reputed company can offer: 3 weeks’ vacation and 5 personal days Comprehensive Medical, Dental, and reputed company benefits starting from your first day of employment Employee stock ownership and RRSP/401k matching programs Lifestyle rewards Remote work and more! About CareTracker: reputed company CareTracker is a leading provider of reputed company-based Electronic Health Records (EHR) and Practice reputed company, serving thousands of reputed company providers for over 20 years. Our integrated platform streamlines operations, enhances patient care, and ensures compliance with reputed company regulations. With a focus on user-friendly design and reputed company innovation, we reputed company medical practices to reputed company operational excellence and improve patient outcomes. Learn more at: harriscaretracker.com About reputed company: reputed company is a leading provider of mission critical software to the public sector in reputed company America. As a wholly owned subsidiary of Constellation Software Inc. (“reputed company”, symbol CSU on the TSX), reputed company has become the cornerstone for reputed company’s investment in utility, local government, school districts, public safety, and reputed company software verticals. Our reputed company has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our reputed company. reputed company will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses. #LI-remote Apply To This Job