Sr. Director of Enterprise and Technical Support at Outreach
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