Director, Global Customer Support

Location: Santa Clara, California

Job Requirements:

Positive and energetic leadership with focus on managing customer issues and escalations with empathy
Excellent cross-functional communication skills to partner with Engineering and Operations teams to ensure our products and solutions reflect building a great Customer Experience
Technically competent to provide hands on help and quick decisions during customer escalations and provide concise user experience feedback to Product teams
Build relationship and work with hardware& software partners and vendor management teams to find quick resolution to customer issues
Thrive in a culture of focus, agility, team work and creativity and reinforce those qualities in the Technical Support team
Ability to attract and retain great talent. Mentor and develop team members

Who you are:

You have experience in developing the tools, personnel and operations strategy to effectively grow a global organization to support customers around the world.
You have hands-on technical experience as a support engineer
You have experience in Networking, Virtualization, cloud scale architectures, SAAS platforms, security and embedded systems
You may have had experience with Industrial control systems and Building Automation systems
You have experience building deep relationships cross functionally to ensure products, processes and initiatives reflect building the best customer experience.
You are a strong leader with proven track record for building customer executive relationships and doing escalation management.

Other responsibilities:

Drive the growth and success of both Enterprise and Premier Support
Own the escalation management processes for both technical and account escalations
Achieve business results for customer satisfaction and support SLAs

Basic Qualifications:

Minimum 12 – 15 years’ experience leading worldwide operations of a globally distributed technical support team
Implemented programs and processes to maximize customer success and product adoption demonstrably
Bachelor’s degree in Industrial Engineering, Information Technology or related field.

Preferred Qualifications:

15 years’ experience working in Enterprise software and hardware
Experience leading both turnkey and SAAS platform teams with Fortune 500 customers.
Demonstrated success developing high quality support teams
Has managed and developed Premier support offerings
Experience with Industrial engineering process control systems and/or building automation systems is a plus
Masters in Business Administration or equivalent experience is desired.