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Customer Support Director

2 months ago

Morrisville, New York, United States Rubrik Full time

About the Role:

Rubrik is seeking a highly skilled and experienced Customer Support Manager to lead our technical support team. As a key member of our leadership team, you will be responsible for delivering exceptional customer experience to our global customer base.

Key Responsibilities:

  • Manage the business and operational excellence of our customer support organization
  • Implement the service delivery strategy defined by the organization
  • Ensure that quality and service delivery standards are met and exceeded
  • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
  • Manage the support operations and performance activities, customer satisfaction
  • Drive operational improvements as it relates to customer satisfaction
  • Represent the Services functions as necessary on product teams and in various other Rubrik decision-making forums
  • Evaluate and develop staff
  • Manage the activities of a group/department of technical support engineers and leads responsible for providing remote technical support to resolving customer issues
  • Closely monitoring top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support new features
  • Ability to identify support tasks that can be automated
  • Collect and analyze support center metrics to guide decisions about product and support quality
  • Handle escalations, initiate conference calls, drive escalations to positive closure by providing timely status update all the stakeholders
  • Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly
  • Experience with phone home and proactive support best practices

Requirements:

  • A Bachelor's degree in any discipline or equivalent experience
  • At least 7+ years of experience working in technical customer support organizations
  • Excellent written & verbal communication skills
  • Planning, Decision Making, Staffing, Process Improvement
  • Excellent inter-personal and teamwork skills
  • Should ensure high level of quality in process deliverables
  • Self-driven, proactive, hardworking, team-player with a good sense of humor