Global Customer Support Director

Job Overview:
As the Global Customer Support Director, you will lead and manage our world-class Technical Support team. You will be responsible for establishing all policies, systems and team structures necessary to maintain the highest level of customer service at a global software company working around the clock. You will build and manage teams and take ownership over optimization of team performance. You will work closely with clients and the appropriate internal teams to quickly and effectively resolve issues. You will also work extensively with our Development, Operations and Professional Services teams on a variety of initiatives. You will report to the Vice President of ServiceMax Global Support and you will be the primary person responsible for maintaining and continuously improving our commitment to world-class customer service and driving penetration in customer accounts.

Essential Responsibilities:
In this role, you will:

• Lead, organize and drive execution within the Global Customer Support team.
• Have strong financial responsibility and accountability. Also, must have strong operational discipline, driving world class customer support.
• Track, analyze, report on and optimize customer service metrics for on premise and cloud hosted solutions.
• Create systems, processes, and tools to support the growth of the organization to support a $15B software business, providing a seamless, effortless customer support experience across P&Ls, partners, and support channels.
• Identify areas for improvement in customer service, develop initiatives to address these areas, and lead the team in executing and optimizing these initiatives swiftly and effectively.
• Develop and improve customer service best practices and guidebooks that reflect our commitment to achieving the highest standard of client satisfaction, and use these materials to train new team members effectively.
• Lead the team in communicating effectively with clients and addressing issues rapidly and fully, either through direct action or by pulling in other relevant parties and seeing problems through to their full resolution.
• Provide thoughtful leadership, strategic insight and clear communication (both written and verbal) to the team.
• Have dotted line / cross functional management of other leaders across functional teams will be common to realize the vision and strategy.

Basic Qualifications:

• Bachelor’s Degree in technical majors
• A minimum of 10 years of experience in industry
• A minimum of 8 years of experience in Product Management/Delivery/Strategy functions
• A minimum of 7 years of experience in technical & customer facing roles with proven track record
• A Minimum of 5 years of strong people management in hiring, mentoring and enabling teams to achieve goals

Eligibility Requirements:

• Legal authorization to work in the U.S. is required
• Must be willing to travel up to 25% of the time (US and globally)

Desired Characteristics:

• Strong organizational capability

Technical Expertise:

• Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytic; With guidance from manager, able to select and conduct advanced analytic techniques; Uses a formal process to present findings and recommend specific actions that relate to business objectives; Proposes alternative business strategies as appropriate; Applies data visualization to support finding.
• Can instruct others on processes and procedures. Advises the customer on most favorable outcome, anticipates potential issues to proactively circumvent issues. Adapts to exceptions and develops new procedures and workarounds for others to use. Resolves issues pertaining to scope, schedule and budget, or drive change management. Defines quality requirements.
• Modifies processes to simplify.

Business Acumen:

• Increases client engagement to further pace and focus required to achieve business priorities and uncover desired outcomes for both the customer and ServiceMax; utilizes business acumen and domain experience to advise the customer on critical success factors for the initiative at hand; continuously influences the customer to think ahead on what is needed to acquire, deploy, and utilize the solution. Engages and influences other business functions to deliver to customer success factors. Demonstrates empathy and drives actions based on customer situations and needs.
• Anticipates potential risks and obstacles and resolves proactively to ensure smooth project delivery. Maintains high levels of customer satisfaction across all projects. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.
• Leverages knowledge of market and customer segment to establish further credibility in the eyes of the customer. Acts in a consultative capacity and is provided access to key decision makers throughout the customer account. Establishes strong relationship with key decision makers and other leaders at multiple levels within customer organization.

Leadership:

• Establishes & communicates team members’ roles in relation to their function and data. Shares knowledge, power and credit, establishing trust, credibility, and goodwill. Coordinates role responsibilities with that of others to achieve mutual goals. Encourages groups to work together to efficiently resolve problems. Proactively coaches and/or mentor’s others to improve their contribution to the team. Fosters relationship building between team members and those outside the team. Works with others to achieve goals without regard to band/title. Identifies gaps in roles on teams, and is recognized for growing and distributing talent pools across the organization.
• Creates meaningful stories and two-way communications that drive behavior. Communicates functional strategy and roadmap with sufficient detail for teams to utilize. Describes functional area information to leaders. Coaches others on effective presentation skills. Collaborates with leadership on mediums and messages that drive the intended direction of the organization with measurable results. Determines the need for theoretical explanations vs. a business actionable answer in a presentation.
• Ability to lead matrixed team to drive customer situations and function as point of contact for major escalations. Seeks to recognize failure points proactively and communicate concerns to product team. Drives organizational awareness of processes, delivers regular updates and communication on process changes through multiple communication channels. Able to manage customer expectations and de-escalate the issue.

Personal Attributes:

• Effectively directs and mentor’s others in critical thinking skills. Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices. Finds important patterns in seemingly unrelated information.
• Demonstrates a passion for work and for continual learning. Persistently seeks to accomplish challenges and approaches difficult situations with optimism. Encourages their team’s commitment to ServiceMax’s goals and beliefs. Identifies new opportunities by creating bonds of trust with customers. Creates a team environment where people are motivated, share more, are highly engaged, and ultimately perform better.