781 Elmgrove Road Rd, Rochester, New York 14624; 585-328-1810
855-436-2633; Fax: 585-328-8189; www.generalcode.com
JOB DESCRIPTION
TITLE:
Director, Customer Technical Support and Operations
DEPARTMENT:
Content Management Solutions
REPORTS TO:
Vice President, Business Development - CMS
CLASSIFICATION: Full Time Exempt
GENERAL DESCRIPTION OF POSITION:
The Director, Customer Technical Support and Operations is responsible for managing the
technical operations of General Code’s Content Management business, leading and managing a
professional services team that is charged with developing and delivering customized Content
Management Solutions. Software and Service solutions include Consulting Services, Scanning
Services, Enterprise Content Management Software, eForms solutions, Parcel Management
Software for local government Building, Zoning and Planning, Agenda Management software,
Integration Services and Customized Programming. This position supports the company’s efforts
to expand revenues and profits from sales of content management software and services along
with the provision of related professional services. This focuses primarily on customer
satisfaction and operations management to ensure quality and profitability of existing
products/services, but also includes partnering closely with Sales to maximize customer
relationships and growth by participating in on-site client reviews for performance, customer
satisfaction and opportunities for value-add Services.
ESSENTIAL RESPONSIBILITIES OR TASKS PERFORMED:
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Partners with Content Management Solutions(CMS) Sales team to develop and implement
growth strategies for a unified approach to marketing and implementing an integrated
approach to sell and deliver Content Management Solutions
 Manages Operations team to ensure on-time delivery of quality solutions, installations and
services
 Leads customer response on major customer issues related to General Code solutions.
 Manages Operations team performance to meet or exceed monthly, quarterly and annual
performance goals and profitability goals
 Understands client satisfaction is an important element for business growth.
 Conduct client workshops and user groups in partnership with Sales and Marketing to create
bi-directional learning opportunities, strengthen client relationships and help drive new
business opportunities
 Works with Sales and Solution Architect, as required, to review analyses and pricing of
proposed solutions in support of timely submittal of responses to RFP’s and in the
development of requirements documentation
 Manages the daily tactical operations relationship with key personnel at alliance partners such
as at Laserfiche, SCA, Novus Solutions, and others
 Participates in ongoing evaluation of project and product profitability to improve assessment
and estimating procedures
General Code reserves the right to adjust, modify or change the job description as
necessary to support the needs of the business.
781 Elmgrove Road Rd, Rochester, New York 14624; 585-328-1810
855-436-2633; Fax: 585-328-8189; www.generalcode.com
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Tracks, manages and improves performance of individual direct reports, clarifying individual
responsibilities required to meet or exceed performance goals
Coaches and mentors team members to improve individual competence through performance
management with an emphasis on development activities
Helps Sales to scope and then manages development and delivery of fee-based or valueadded technical training for CMS customers
Provides product training for Sales personnel as well as to other internal staff such as
eImaging, and code operations
Helps Sales to scope new products and communicate business case to senior management
Provides structure for ongoing procedures documentation and assists direct reports with same
Participates in strategic planning activities
QUALIFICATIONS:
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Bachelor's degree required in Computer Science, Information Technology, Engineering,
Operations Management, a related technical field, or equivalent experience. Master’s
preferred
6 years progressively responsible management experience in a Software Vendor or reseller
environment, IT Consulting or Systems Integration environment
3 – 5 years’ experience leading and managing people, including setting performance goals,
metrics and individual development planning
3 years’ experience in project management, including project design, project scheduling and
contract administration involving interacting with clients, preferably with 2 to 4 years of this
experience involving systems and process development, improvement and implementation.
2 years’ experience using financial data to manage budgets, analyze business performance
and improve profitability
Demonstrated experience in conducting project needs analysis and developing responses
Travel: Position requires up to 20% travel and ability to interface professionally with
customers at all levels of technology experience
KEY REQUIREMENTS:
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Personal values that match our corporate values
Organized thinking and excellent creative problem-solving skills
Excellent communication skills: effective listening as well as verbal and written
communications
- Ability to communicate effectively with users at all skill levels
 Demonstrated ability to work effectively under pressure, balancing multiple ongoing projects
and tasks with changing priorities
 Demonstrated ability to convene resources, work cross-functionally, gather requirements, and
implement solutions based on those requirements in order to effectively solve customer
business problems
 Self-motivated and able to work independently
 Patient and persistent
General Code reserves the right to adjust, modify or change the job description as
necessary to support the needs of the business.
781 Elmgrove Road Rd, Rochester, New York 14624; 585-328-1810
855-436-2633; Fax: 585-328-8189; www.generalcode.com
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
This is an office environment with a moderate noise level. While performing the duties of this
job, the employee is regularly required to stand; walk; sit; reach with hands and arms; kneel, or
crouch; and talk or hear. The employee may occasionally lift and/or move up to 45 pounds. Other
demands include:
 Sitting for long periods of time—frequent
 Typing, data entry and reading on a computer—frequent
General Code reserves the right to adjust, modify or change the job description as
necessary to support the needs of the business.