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Leader, Global Customer Support


About ThousandEyes



ThousandEyes empowers enterprises to see, understand and improve digital experiences for their customers and employees. The ThousandEyes cloud platform offers unmatched vantage points throughout the global Internet and cloud providers, delivering immediate visibility into the digital experience for every user, application, website or service, over any network. ThousandEyes is central to the global operations of the world's largest and fastest growing brands, including Comcast, eBay, HP, 120+ of the Global 2000, 65+ of the Fortune 500, 6 of the 7 top US banks, and 20 of the 25 top SaaS companies.

About the Role



At ThousandEyes, we operate a little bit differently than most software-as-a-service providers: We've recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life. We hire industry veterans - people with tried and true experience in the area of network-based service delivery.

The Global Support Leader role is a technical leadership role: you'll be responsible for managing and scaling a global customer support team of 24x7x365 post-sales support experts who provide reactive support, but always focus on moving towards proactive support. The support team delivers via a follow-the-sun regionally model, but is not a traditional support team. The team is extremely customer-focused, high-touch, and solutions focused. The support team consists of Support Engineers and TAM's (Technical Account Managers).

As a leader, you need to be sufficiently deep from a technical perspective to drive the respect from the teams you're managing, as well as to contribute to the overall support experience. You're able to establish relationships with peer groups across the organization, including Product, Engineering, and various teams in the sales organization. You're highly organized: able to seamlessly transition between projects and initiatives, and able to drive continuous progress on projects across your team. You've developed a long track record of establishing processes and implementing these processes across a distributed, multidisciplinary team. You're also responsible for cultivating the experience of your team members - providing guidance to, and mentoring team members on critical skills development needed for driving longer term, valuable careers.

From a personality perspective, in addition to the above, you need to have an amazing collaborative attitude, a proven ability to learn on the fly, and an innate problem solving ability.

Role Requirements

  • 7+ years of global leadership experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization
  • 10+ years of working directly with customers, within a technology company
  • Experience with Cloud/SaaS software products is highly desirable
  • Knowledge and experience with core networking technical concepts
  • Experience scaling high-growth teams including people, process, and technology. Experience working with and improving workload management systems, and processes
  • Passion about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identified
  • Committed to creating and developing a high-performing team that drives real additional value for both internal, and external customers
  • Experience scaling high-growth teams including people, process, and technology. Experience working with and improving workload management systems, and processes
  • Excellent verbal and written communication skills and the ability to work effectively in a remote or virtual team environment.Communication as a core strength. Heavy focus on using data to articulate messages
  • Excellent presentation skills coupled with a strong leadership presence
  • Excellent time & project management skills, with a focus on delivery
  • Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving
  • Flexibility to handle critical cases after hours as needed

Responsibilities

  • Leadership - Manage and scale a global support team through people, process, and technology
  • Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagement
  • Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions
  • People - Day-to-Day management of global support teams. Coordinate support team resources to ensure complete 24x7, follow-the-sun customer coverage.
  • Escalations - Assume the role of escalation manager and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographical region
  • Technology - Identify and prioritize future tool & process needs & develop project plans for timely delivery
  • Enablement + Development - Mentor and develop team members to enhance, and improve their skill-set and performance. Develop and implement effective enablement program
  • Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve
  • Metrics - Report metrics on workload volume, project delivery, and customer enablement. Build, implement and improve internal reporting, and other processes to optimize team productivity, identify trends, and product enhancement opportunities.
  • Partners - Enable partners to support products through partnership on technical content teams, to develop relevant content
  • Projects - Project manage many projects concurrently understanding current and future action items
  • Special projects as assigned