Director, Global Support

1 month ago

Chicago, United States Cayuse Full time
Job DescriptionJob Description

The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers' success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.

But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse's foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It's an exciting time to become a key member of our growing team.

The Director of Global Support will lead and scale a global technical and product support team to keep pace with Cayuse's continued growth in solutions and customers, as well as the accelerated modernization of our existing customers' solutions.

You will be responsible for ensuring the global team delivers an exceptional customer support experience, meets or exceeds all service standards and KPIs, and brings innovative solutions to support delivery. The right candidate will be well-versed in and have practical experience building a metrics-driven support practice to measure, evaluate and continuously improve execution in support of meeting strategic objectives. This is a high impact and high visibility role within Cayuse and will report to the Vice President of Customer Success, Modernization.

Responsibilities

  • Lead a global, diverse and remote team of product and technical support specialists providing 24/5 cross timezone support to technical and non-technical customers
  • Determine and own the team's roadmap, ensuring the team sets and exceeds strategic, achievable goals each quarter, and year in alignment with Cayuse's strategic plan
  • Measure, manage and continuously optimize key metrics and implement strategies for improving impact on the customer experience
  • Develop and execute a strategy for successfully and sustainably scaling as the support organization continues to grow in scope of solutions and customers
  • Own key customer escalations and critical technical issues and manage to resolution, collaborating with the support team and other leaders to deliver solutions
  • Work closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing product design for supportability
  • Utilize and/or implement innovative, integrated channels to provide customers with effective, responsive support
  • Hire, develop and mentor Support team members, building a culture of excellence, fostering an environment of learning and growth while maintaining high customer satisfaction
  • Promote an inclusive work environment by valuing employee differences and contributions, providing opportunities for employees to be heard, and ensuring decisions that affect the team are transparent and equitable.
  • Adopt and exemplify the Cayuse values around Innovation, Integrity & Inclusion

Qualifications

  • 3+ years experience leading global support teams in a high-growth and rapidly evolving environment, including through mergers and acquisitions
  • 5+ years of experience in technical support or delivery including customer support, professional services or technical account management
  • BA/BS in Computer Science, Information Systems or a related area, or equivalent experience in a technology-related discipline
  • Driven to lead in a fast-paced work environment while maintaining a consistently high quality of service to our customers.
  • Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
  • A demonstrated track record of leveraging communication, interaction, and collaboration with customers as well as internal teams (incl. Product, Engineering, Customer Success, Sales and Delivery) to implement customer-centric solutions
  • Experience supporting a complex customer base with enterprise SaaS solutions
  • Demonstrated experience managing, engaging, and mentoring a diverse team
  • Ability to clearly communicate complex technical issues and explain business impact to technical and non-technical audiences
  • Technical depth, including experience supporting SaaS integrations leveraging APIs
  • Experience using quantitative data and metrics to drive clarity and decision making to impact the customer experience and success of the support team
  • Experience leading or delivering omnichannel support desired
  • Experience with ZenDesk is preferred

Benefits

  • Competitive Medial Benefits (PPO + HSA available)
  • Vision, Dental, Short-Term Disability fully covered by Cayuse
  • Unlimited PTO + Holidays + Flexible Work Schedule
  • Remote Work Stipend
  • Equal Paid Parental Leave
  • 401k with Employer Matching
  • Quarterly Wellness Reimbursement
  • Remote Work Environment, supporting the Ultimate Employee Experience

Cayuse does not accept agency resumes. Please do not forward resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.

Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We're proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.

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