About the Role Our customers keep raving about our way to support them! Don't take our word for it, and go check the Gartner customer reviews and see for yourself. At Vectra, we love to solve hard problems and embrace people who relish that. If you are different from the norm, excel in your field, keep challenging the status quo and care about building great customer experiences and love to collaborate with the wider global organisation, this role is a fit. The Director for EMEA will develop the dynamics that shape the global support organisation. Joining now offers future career opportunities in a fast-moving environment.
At A Glance The Director EMEA promotes a customer-first support culture that goes above and beyond what the customer expects to ensure that every customer's engagement is exceptional and leads all aspects of team leadership of Support Engineers across EMEA by establishing clear expectations and coaching employees to achieve the Support department's mission, while monitoring team performance, including customer satisfaction, ticket resolution and ticket trends.
Help scale and optimise the team for growth, identifying and promoting opportunities to maximise customer satisfaction through product improvements, training, tooling, online support, and self-service. Collaborate with counterparts in various departments across e.g. Engineering, Customer Success, Sales, executive level business partners, and cross-organisational team. Collaborate closely with senior leadership to define and implement support strategies towards improving CSAT, productivity, and customer retention. Handle support coverage and team capacity. Define processes, systems, and tools that continuously drive scale and improve performance Report key indicators to senior management, assess metrics and take appropriate actions to continue to enhance Customer Support results Define goals, processes, and business Critical metrics to align performance of the Support team to business outcomes Team up with leaders across Sales, Customer Success, Security Engineering, Professional Services, Engineering, and Product Management to deliver Customer Support insights, and identify and action areas of operational improvement Manage end to end Customer critical escalations and resolution Provide regular coaching and mentoring of direct and indirect reports to help achieve career development aspirations Establish a quality review process to measure and ensure adherence and compliance in quality of service and contractual obligations Be a customer advocate within the company at all levels What Will Impress Us You have a successful track record of leadership roles in global vendor-support environments; well versed and comfortable in being a hands-on manager who leads and defines pivotal initiatives.
10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company Experience in leading, building, mentoring and developing technical support teams. Bringing passion for customer experience and customer satisfaction Developing, implementing and ensuring Standard Operating Procedures for standard and premium support programs Experience establishing and driving high standards for Service Level attainment in Support Operations Extensive customer support background in a global vendor servicing international customers Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields Saleforce.com Service Cloud experience for case management, analytics and reporting Sounds like this could be a match? We are looking forward to receiving your application!
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