Sr. Director of Enterprise and Technical Support at Outreach

| Seattle
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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
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• 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 (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn'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 (once we're back in the office, that is!)
• 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

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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