Director, Global Customer Support

Location: Santa Clara, California

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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.

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