What You Will Do:
- Leadership and Team Management:
- Provide strategic leadership to the Support team, setting clear goals and ensuring alignment with the company’s overall objectives.
- Lead, mentor, and inspire a team of support managers and engineers to provide exceptional customer support.
- Foster a collaborative and high-performance culture within the Support organization, focused on customer satisfaction and continuous improvement.
- Service Excellence:
- Oversee the delivery of world-class support services to our customers, ensuring prompt and effective issue resolution.
- Establish and maintain service level agreements (SLAs) to meet or exceed customer expectations.
- Drive continuous improvement initiatives to enhance support processes and workflows.
- Customer Advocacy:
- Act as a customer advocate within the organization, conveying customer needs and feedback to relevant stakeholders.
- Collaborate with product development teams to provide insights for product improvement based on customer interactions, experiences, and trends.
- Operational Efficiency:
- Optimize support operations to ensure efficient resource utilization and scalability.
- Implement and manage best practices, technologies, and tools to enhance team productivity and customer satisfaction.
- Implement and enhance best practices related to knowledge management and knowledge-centered service (KCS) methodologies.
- Collaboration:
- Collaborate with the Subscription Services leadership team to ensure that Support strategies align seamlessly with the objectives and goals of Subscription Services.
- Collaborate with the Go to Market and Product teams to understand customer requirements and align support service offerings accordingly.
- Coordinate with other departments to ensure seamless customer interactions and issue resolution.
- Metrics and Reporting:
- Define and monitor key performance indicators (KPIs) to gauge the effectiveness and efficiency of the Support team.
- Provide regular reports and updates to the executive team on support performance.
- Presentation of key details about the operation to upper management, including Monthly and Quarterly Business Reviews on the strategic and operational status of the business
What You’ve Done
- At least 10 years of management experience, ideally, 3-5 years in a Director role.
- Proven experience in a leadership role within a 24x7x365 support environment.
- Exceptional interpersonal and communication skills.
- Demonstrated ability to lead and inspire teams to achieve outstanding results.
- Strategic thinking and the ability to translate business goals into actionable support strategies.
- Experience with implementing and optimizing support technologies.
- P&L management experience.
What Will Make You Stand Out
- Vision – you lead with clarity, confidence, and a solution-oriented attitude
- Humility – you keep your ego and self-interests in check
- Credibility – you are trusted and respected among your peers
- Accountability – you are answerable for accomplishing work and goals, and you own your decisions and actions
- Strategic – you prudently plan priorities to align with business objectives, both internally and in alignment with organizational objectives and customer needs
- Level-headedness – you are cool, calm, and collected, especially in times of chaos and unrest
- Levity – without it, our job environment is no better than a sweatshop
- Willingness and availability to travel at least six times per year, including International travel