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