Director of Enterprise Technical Support

Company: Lever
Location: Seattle
Posted on: February 22, 2021

Job Description:

Director of Enterprise Technical Support The Director of Enterprise Support is a strategic owner of our enterprise support offering that delivers against Enterprise customers technical needs. This leader will develop a team of technical product experts that partner deeply with Account teams and professional services across the lifecycle of designated accounts. This leader is a builder - of teams, of differentiated value and critical partnerships across Outreach and within customer accounts.-- As your team of Technical Account Managers (TAMs) own all aspects of a customer's post sale technical needs (from troubleshooting, enhancement requests, bugs, campaign or initiative readiness), you are able to recognize patterns, elevate product needs, identify process improvements, establish training to develop a best in class team and partner across Services and Success to position additional training or services as needed. Your Daily Adventures Will Include

• --Partnering across Outreach to ensure the positioning of and Engagement with the TAMs and the TAMs engagement with Enterprise accounts is clear, valuable and differentiated
• Collaborating with Sales to position offering and otherwise participate in prospect calls
• Acting as point of escalation and support for TAMs and their designated accounts
• Partnering with Operations to ensure the team has the training, tools and communication vehicles to surpass customer expectations
• Collaborating with Services on account handoffs and re-engagements
• Partnering with the Account team on technical support questions, preparation for EBRs or other Executive / Customer meetings
• Creating staffing solutions for enterprise 24x5 global support organization
• Providing oversight & direction of processes and activities, including evaluation, prioritization, work status, service goal reporting, and SLA monitoring
• Ensuring a connected, motivated and performance driven team who understand their mission and the importance of what they do daily and how to do it.--
• Manage escalations and be available at off work hours as needed
• Create a fun working environment for the team Basic Qualifications
  • 5-8+ years managing fast-paced, high-volume, customer service teams supporting a technical software product
  • Experience with Enterprise customers in a SAAS business--
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Lead by example to provide a fun, engaged work environment
  • Ability to grow, coach, and mentor employees
  • Technical acumen
  • And the ability to manage up, across and down the organization Preferred Qualifications
    • Knowledge and understanding of Sales as a discipline Knowledge of Salesforce and other sales solutions Knowledge of support ticketing system Aptitude and passion for technology and software products/platforms
    • Bachelor Degree and/or equivalent, professional training, and/or certifications; other leadership training ideal

Keywords: Lever, Seattle , Director of Enterprise Technical Support, IT / Software / Systems , Seattle, Washington