Director

Remote / San Francisco, California, United States of America Full Time management
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Undisclosed
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Added 2mo ago

W orkSpan is the leading co-sell management network that empowers companies to turbocharge and scale their co-sell revenue growth. Partnership and Sales teams use WorkSpan s secure SaaS solution to collaborate with partners on deals, exchange co-sell referrals from inside their CRM, manage shared pipelines, and track performance on a live dashboard. WorkSpan is a privately held company backed by Mayfield, M12 (Microsoft Ventures), and Redline Capital. Current customers include SAP, Microsoft, Accenture, VMware, Cisco, and others.

WorkSpan is looking for a Senior Director of Global Support who is a strong and versatile leader with a proven history of success in technical support management and team development. This role will directly lead our Global Technical Support teams. The role will have program management responsibilities in driving key company initiatives, and transforming the customer experience while reporting directly to the Chief Customer Officer. The right candidate will have a balance of the requirements and desired competencies, but more importantly, will demonstrate a unique ability to adapt to a fast-paced environment weaving together such exciting models as WorkSpan s Enterprise Applications, Digital applications, and delivery of excellence to all scales of the customer.

Role and Responsibilities

  • Lead and scale the Technical Support teams globally,
  • Represent the senior voice of Technical Support leadership, while acting in constant collaboration with stakeholders across the company
  • Develop and deliver process improvements pertaining to Technical Support operations
  • Drive customer escalations in communication across senior leadership and key stakeholders
  • Manage a program to define and deliver a globalized model of advanced support capabilities with both direct and dotted-line resources providing a 24x7x365 follow-the-sun solution

Job Requirements

  • 15+ years of experience in customer-facing technical support management or equivalent experience
  • Previous experience in the delivery of complex technology to enterprise customers
  • 15+ years of experience in executive communications and collaboration
  • 15+ years of experience in collaboration with product management, product development and consulting strategies
  • 10+ years of experience in mentorship and organizational leadership
  • 10+ years of experience in organizational integration and global collaboration
  • 10+ years of experience in OKR development and implementation
  • 5+ years of experience with CRM environments such as Salesforce or Jira.
  • 10+ years of experience with release management and path methodology
  • Strong practical knowledge of current technology and trends including, but not limited to: Application development, Salesforce, Orchestration platforms (IE, Puppet, Chef, Ansible), Public Cloud providers (IE: AWS, Azure, GCP), Virtualization (IE: VMware, Red Hat)
  • Strong practical knowledge of current solution design patterns and common standards as it pertains to high availability, replication, backup and recovery, and monitoring in modern environments
  • Bachelor‘s degree in Computer Science or equivalent knowledge

Perks:

We love to show our teammates that we care deeply about them and their well-being. In addition to our fantastic culture, as our teammate you will also enjoy some phenomenal perks and benefits:

  • Fun, growing, casual, and inclusive work environment
  • Career growth opportunity in a fast-growing company - we want you to evolve towards your best self
  • Flexible working hours
  • Unlimited vacation policy
  • Medical, Dental & Vision benefits
  • Work remotely from home or from wherever you feel happiest
  • 401k plan
  • Dependent care FSA, health FSA, and HSA
This job has more than 30 days. You can find more up-to-date jobs using the search box.

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