Director, Support

Summary

Join our team as a Director of Support and lead global support teams, fostering collaborative relationships with cross-functional departments.

Requirements

• Proven track record of building Center of Excellence (CoE) in India
• Ability to clearly and efficiently interact or present with executive C-Level management

Responsibilities

• Drive Technical Support outcomes, efficiency, and KPIs
• Represent thought leadership in the global support organization
• Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers
• Mentor support managers to provide customer-centric support that solves the problem, considering customer preferences, troubleshooting methodology, call handling skills, and proactive diagnostic techniques and guiding customers toward self-serve support options
• Review and respond to customer feedback from surveys and other sources and act on feedback to resolve issues permanently
• Develop and implement strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
• Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently
• Analyze Customer trends and adopt knowledge-centric support standard processes
• Develop a close relationship with Cross Functional Teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers and enhancements

Preferred Qualifications

• BS or MS in Computer Science, or equivalent experience
• 15+ years experience in a technical support environment, handling highly sophisticated software issues
• 10+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers
• Practical experience handling multiple global support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities
• Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a global Support organization
• Must be capable of dealing confidently and professionally at the executive level internally and with customers
• Consistent track record in leading sophisticated processes and driving continuous process improvement
• Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required
• Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness