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Global Director of Customer Support

Company: FireMon, LLC
Location: San Francisco
Posted on: February 25, 2021

Job Description:

As a thought leader in a space we invented, FireMon is paving the way in the cybersecurity industry across the globe. At FireMon, you'll find a disruptive, cutting-edge environment. It's a place where being proactive is rewarded and each day is more innovative than the last. This drive permeates everything we do - from how we develop our products to how we engage with our customers and how we get things done. One of the biggest benefits of working with a groundbreaking company like FireMon, is the huge impact employees have on the overall product and business. Each person's work directly affects the outcome of the finalized product and success of the business. Additionally, you can voice your ideas and collaborate across departments to learn new aspects of the company. Since we are securely backed by some of the savviest investors in the industry, you get the security of an established organization but at the same time get to experience the agility and autonomy of a smaller company. REMOTE-USA FireMon's Global Customer Support team is looking for an experienced leader to shape the evolving customer experience and support strategies. You will drive continuous improvement on a global scale. FireMon is looking for someone that brings the right blend of customer focus and execution skills to enhance our overall program. If you are an energetic and innovative Support Leader who has the experience and the commitment to developing a Global Customer Support team to provide outstanding customer experience, then this could be a great match! The Director of Customer Support drives and manages the company's world-wide customer support activities, by ensuring all service levels are met or exceeded, and initiates new or enhanced processes to improve productivity and the overall customer experience. Core duties include leading the escalation process and all aspects of a support team who are motivated to respond quickly to external customer needs. We are looking for an ambitious, self-starter who is accountable for determining and implementing the strategy, as well as reshaping the global support team, positioning us for future growth and success. Upholding a customer-centric focus and mindset. Provide insight and vision into where the department is heading, and work directly with other departments throughout the company, particularly Engineering, Product and Sales. Driving excellence in customer support should be measurable and this role will own the overall KPIs for the department. What You'll Do...

  • Oversee and maintain the quality and direction of the Global Customer Support team.
  • Report on support metrics, business impact, customer impact and team performance.
  • Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.
  • Identify technical issues, suggest product enhancements, and communicate them internally and externally.
  • Create and maintain internal documentation to help determine the appropriate actions and responses.
  • Work with our Customer Success Team, Onboarding, and Sales Team to improve internal processes
  • Own the Customer Support process, driving quick resolution to customer impacting issues. Maintain and develop a team of highly capable and technically talented problem solvers who can work independently and collaboratively with other functional groups.
  • Establish and adhere to global customer support case management practices, including meeting defined SLAs.
  • Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.
  • Develop and maintain well-organized team to effectively support business objectives while maintaining a highly productive work environment.
  • Ensure service levels are always maintained and constantly seek ways to improve the delivery of customer support.
  • Evolve key processes across the teams to scale and drive customer value
  • Develop and lead global programs focused on continuous improvement and evolution of support offerings
  • implement systems and processes designed to enable scale and support excellence
  • Build Support career framework to enhance the team's focus on personnel development What you bring...
    • 10+ years leading customer-facing technical support teams with a commitment to providing superior customer experiences.
    • 5+ years hiring, training, coaching and nurturing top talent, leading operations of a Global Customer Support team, including building an in-house customer support team.
    • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams.
    • Creative problem-solving ability and forward-thinking mentality.
    • Strong leadership and communication skills.
    • An obsessive and proactive mindset toward continuous improvement.
    • Experience managing International Support teams.
    • Security industry experience is a plus. What it Takes to be Part of the FireMon Team FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers. Our customers have unique and complex security problems that are difficult to solve. This doesn't intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today. EEO/AA/Minorities/Females/Disabled/Veterans

Keywords: FireMon, LLC, San Francisco , Global Director of Customer Support, Executive , San Francisco, California

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