CSQ227R21
As a leader within the Premier Support team at Confidential (Registered Users Only), you’ll be responsible for leading and managing a team of Designated Support Engineers which deliver white-glove support experiences for Confidential (Registered Users Only)’ enterprise customers. You will be hiring, mentoring, and developing a team of strong customer technical advocates while closely partnering with go-to-market, field and product teams to deliver the best support experience to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents.
The impact you will have:
Hire, onboard, and develop a top-tier team of Designated Support Engineers (DSE)
Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences
Partner closely with field, engineering, support, and other cross functional stakeholders within Confidential (Registered Users Only) to ensure seamless post-sales experience and advocate customer needs.
Contribute to program enhancements and offerings tailored to evolving customer needs
Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction
Conduct internal and external Support Experience QBRs
What we look for:
15+ years of industry experience, with at least 7+ years of management experience
Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles
Ability to work with strategic customers driving multiple completing priorities
Preferred 5+ years of Technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP)
5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations
Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering
Experience with influencing senior executives and and senior customer leaders
B.S degree in Computer Science or a related field is required (M.S. preferred).