Director, Product Support

Overview

At Meridian Cooperative, we’re driven by purpose. Our work matters—to our Members, Customers, Partners, and Employees—and we’re proud to be leading the way in Utility Software. We’re looking for a Director of Product Support to join a team of passionate innovators and problem-solvers who rise above challenges and swarm around solutions. If you’re energized by building high-performing teams, elevating customer experience, and using data to drive impact, this role may be for you.

As Director of Product Support, you’ll provide strategic and operational leadership for Meridian’s CIS and FIS support organization, with a focus on service excellence, efficiency, and customer satisfaction.

• Lead and inspire managers and team leads, fostering a culture of accountability, continuous improvement, and customer focus
• Set strategy, goals, and priorities aligned to Meridian’s business objectives
• Develop talent through coaching, career development, and training programs
• Guide teams in resolving complex product and technical challenges
• Leverage analytics and KPIs to identify trends, inform decisions, and improve performance
• Strengthen the customer experience as Members transition from Implementation to ongoing support
• Build trusted client relationships and serve as a senior liaison
• Partner cross-functionally with Development and Implementation teams to share insights and advocate for product improvements
• Represent Meridian through thought leadership, conferences, and industry events

• 10+ years of progressive experience in product support, technical support or professional services within a SaaS or highly technical software environment.
• 5+ years of people leadership experience, leading managers and senior-level team in a customer facing, technical organization.
• Bachelor’s degree in related field of study or equivalent experience required
• Demonstrated success building and scaling enterprise-level product support organizations with a strong focus on service quality, operational efficiency, and customer satisfaction
• Deep understanding of SaaS product support models, including post-implementation support, incident management, escalations, SLAs, and customer lifecycle management
• Strong technical acumen, including high proficiency in SQL, experience troubleshooting complex software issues, and the ability to partner effectively with engineering and product teams
• Experience using data, KPIs, and analytics to identify trends, drive continuous improvement, and inform strategic decision-making
• Proven ability to lead through change, champion innovation, and foster a culture of accountability and continuous improvement
• Exceptional communication and interpersonal skills, with the ability to translate complex technical concepts into clear, actionable insights for customers and internal stakeholders
• Experience supporting utility, cooperative, or regulated industries is a strong plus, including familiarity with the operational, compliance, and service expectations unique to these environments
• Customer-first mindset with a passion for delivering best-in-class product support experiences
• Strong organizational, prioritization, and time-management skills in a fast-paced, evolving SaaS environment
• Flexibility to participate in on-call rotations and provide leadership support outside standard business hours when needed

• Outstanding Medical/Dental/Vision
• Education/Training Reimbursement
• On-Site Education Courses
• Flexible Spending Account
• Health/Wellness Reimbursement
• Excellent Life and AD&D insurance
• Paid Time Off:
  Eligible to begin accrual from date of hire; accrual amount based on years of service. Beginning accrual rate equivalent to 22 days per year. 10 holidays which include the day after Thanksgiving, and Christmas Eve. Up to 240 hours of PTO can roll over to the following year.
• Volunteer Time: 8 hours per year
• Retirement:
  Robust 401K. Following one year of eligible service, the Company contributes in two ways: (1) match of 100% of each dollar you contribute on the first five percent (5%) of eligible compensation, and (2) Employer basic contribution of 4% of base salary (with increases in basic contribution percentage based on years of service). Employees are 100% vested in Company funded contributions from the date they enter the plan.

We were formed in 1976 by a group of Electric Membership Cooperatives with a vision for a single enterprise solution provider to serve data processing, IT, and operational needs to cooperatives, public utility districts, and municipal utilities. Through carefully curated acquisitions and partnerships, Meridian Cooperative has unified multiple leading-edge companies under its umbrella to truly execute that vision. Today, the Meridian Suite serves over 500 utilities across the country with industry-leading enterprise software solutions.