Director of Enterprise Technical Support
The Role
The Director of Enterprise Support is a strategic owner of our enterprise support offering that delivers against Enterprise customers technical needs. This leader will develop a team of technical product experts that partner deeply with Account teams and professional services across the lifecycle of designated accounts. This leader is a builder - of teams, of differentiated value and critical partnerships across Outreach and within customer accounts.
As your team of Technical Account Managers (TAMs) own all aspects of a customer’s post sale technical needs (from troubleshooting, enhancement requests, bugs, campaign or initiative readiness), you are able to recognize patterns, elevate product needs, identify process improvements, establish training to develop a best in class team and partner across Services and Success to position additional training or services as needed.
Your Daily Adventures Will Include
- Partnering across Outreach to ensure the positioning of and Engagement with the TAMs and the TAMs engagement with Enterprise accounts is clear, valuable and differentiated
- Collaborating with Sales to position offering and otherwise participate in prospect calls
- Acting as point of escalation and support for TAMs and their designated accounts
- Partnering with Operations to ensure the team has the training, tools and communication vehicles to surpass customer expectations
- Collaborating with Services on account handoffs and re-engagements
- Partnering with the Account team on technical support questions, preparation for EBRs or other Executive / Customer meetings
- Creating staffing solutions for enterprise 24x5 global support organization
- Providing oversight & direction of processes and activities, including evaluation, prioritization, work status, service goal reporting, and SLA monitoring
- Ensuring a connected, motivated and performance driven team who understand their mission and the importance of what they do daily and how to do it.
- Manage escalations and be available at off work hours as needed
- Create a fun working environment for the team
Basic Qualifications
- 5-8+ years managing fast-paced, high-volume, customer service teams supporting a technical software product
- Experience with Enterprise customers in a SAAS business
- Excellent decision making and problem-solving capability in a very fast-paced environment
- Excellent communication skills, both written and verbal, as well as excellent organizational skills
- Effective interdepartmental communication skills
- Lead by example to provide a fun, engaged work environment
- Ability to grow, coach, and mentor employees
- Technical acumen
- And the ability to manage up, across and down the organization
Preferred Qualifications
- Knowledge and understanding of Sales as a discipline Knowledge of Salesforce and other sales solutions Knowledge of support ticketing system Aptitude and passion for technology and software products/platforms
- Bachelor Degree and/or equivalent, professional training, and/or certifications; other leadership training ideal