Sr. Director of Enterprise and Technical Support
As Sr. Director of Enterprise and Technical Support, you are a strategic lever for the company in value differentiation for our customers. You are a world class leader who knows how to build world class, global teams. You know how to recruit and nurture technical talent and marry it to account strategy and enterprise customer needs for technical talent who can talk to the business.
You are that awesome blend of leadership, strategy, tactical execution, and customer urgency. You can happily build in ambiguity, while laying track for scale and excellence. You are a pivotal advocate for customer to Product and Engineering and a sensible balancer of the business. Your biggest success is a team that customers can’t live without.
Your Daily Adventures Will Include
- Manage and build a team of Enterprise Support Account managers with deep technical experience and enterprise account acumen
- Build a technical SME tier 3/ 4 to manage partner & dev support
- Build deep trusted relationships with engineering & product - to manage escalations, but also share patterns and insights for investment that will help the company “win enterprise”
- Lead a wonderful team through transformation and growth
- Partner with Enterprise and Strategic customers to ensure they unlock Outreach potential and realize product value
- Understand and champion team development, skill capabilities and what it means to be world class
- Champion collaboration with Sales and Success
- Create staffing solutions for enterprise 24x5 global support organization
- Provide oversight & direction of processes and activities, including evaluation, prioritization, work status, service goal reporting, and SLA monitoring
- Serve as point of contact for customer escalations, providing real-time feedback to the management team, and making staffing adjustments in response to personnel and volume changes
- Collaborate regarding support escalations as well as system or procedural improvements
- Create a differentiated, activated and fun working environment for the team
Basic Qualifications
- 10-12+ years managing fast-paced, high-volume, customer service teams supporting a technical software product
- Experience in building global Support teams that serve the Enterprise
- Excellent decision making and problem-solving capability in a very fast-paced environment
- Ability to influence at the highest level
- Lead by example to provide a fun, engaged work environment
- Ability to grow, coach, and mentor employees
- Technical degree and sales experience preferred
Preferred Qualifications
- Sales industry experience
- Technical background - engineering, technical degrees
- Demonstrable leadership at an ever increasing level
- Demonstrable global experience
- Enterprise experience.
- SAAS experience and building in a high growth company
- Key leadership acumen and the ability to build and motivate world class teams
Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
Read Full Job Description
