Director, Professional Services

OptionEase, an emerging growth software company headquartered in South Orange County CA, is seeking a Director, Professional Services, a newly defined position, to join an in-house team reporting directly to the Executive Vice President, Operations.

Founded in 2006, OptionEase currently services 350+ corporations worldwide with an industry leading SaaS delivered application for stock option accounting and compliance.

Job Description

The desired Professional Services Director candidate will possess previous experience in a quality, customer service oriented environment.  He / She will be enthusiastic and possess the ability to effectively communicate and develop lasting client relationships with our customer base and manage the day to day operations of our Implementation and Customer Support department and staff.

Customer Support Requirements:

• Experience in building and managing a customer support organization (5 – 20 employee growth)


• Must possess comprehensive understanding of support processes and techniques


• Ability to manage a significant number of tasks concurrently


• Strong overall Customer Ssupport Experience – must have the ability to take customer calls and solve issues on a regular basis.


• Must have managed a minimum of 5 team members


• Ability to define policies and procedures


• Experience with CRM packages


• Experience building measurement and metrics


• Hands-on manager (must manage and take support calls)

Implementation Requirements:

• Experience building and managing a software implementation team


• Ability to resource-load and plan for peaks/valleys in activity


• Responsible for implementing new customer’s data into the OptionEase application


• Must provide initial customer training on the OptionEase application


• Ensuring Must ensure proper handoff from the sales department to the implementation team


• Responsible for Implementing new customer’s existing data into the OptionEase application


• Providing initial training on the OptionEase application


• Pproper handoff to Customer Support team


• Responding to high level customer service inquiries


• Identifying and reporting OptionEase application bugs


• Assisting in the development and testing of new features and reports


• Providing content to user manuals and other user documentation

General Requirements:

• Strong financial background (CPA/CEP)


• Experience in Stock Administration for Publicly Traded companies


• Experience in Stock Option Administration


• Experience in Stock Purchase Administration


• Must have managed a minimum of 5-10 team members


• Ability to define departmental policies and procedures


• Experience with CRM packages


• Experience building departmental measurement and metrics


• Strong Analytical Skills


• Project Oriented


• Able to work in a start up environment


• Managing multiple projects simultaneously


• STRONG written and verbal skills


• Strong problem solving skills


• MUST be detail-orientedled


• Willing to be a team player


• Expert Computer Skills


• Must have a strong customer-satisfaction orientation

OptionEase offer a competitive salary, performance bonus, stock options, 401K matching, full health and vacation.