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Senior Director, Technical Services
Veritas
Sydney, , Australia
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Come help Veritas’s Technology Support Team become a competitive advantage within our Asia Pacific Region! We're looking for a Rock Star Support Leader to be the Senior Director of Technical Support for Asia Pacific, which includes teams in Sydney, Seoul, Beijing, and Tokyo. You will lead the regional efforts of over 200 Technical Support engineers as they support Veritas customers across all our product lines.
If you are energized by motivating employees, inspiring teams through change, promoting a high performing culture, and delivering for customers then let’s talk!
You’ll be joining a company who is dedicated to helping our customers and partners protect, organize, manage, and control all of their critical data, so information can power their business like never before.
Key Responsibilities
• Lead the Asia Pacific Technical Support organization, delivering on world class CSAT objectives while still meeting financial and productivity targets
• Direct teams of Managers, Directors, or multiple groups of Individual Contributors from either Functional or Technical Customer Support groups
• Partner with other geo leaders and enabling teams across Veritas Support Solutions to build our technical support experience into a competitive advantage
• Coach and develop 11 managers across 4 locations
• Influence cross-organizational leaders that can drive success for all teams
• Communicate effectively across multiple organizations to ensure that the teams are completely aligned to the objectives and can do the job effectively
• Build strong inter-personal relationships with peers and other key stakeholders that can help smooth execution
• Hire, develop and retain talent, including both ICs and leaders
• Own the execution of our Customer Experience
• Drive the success of both Enterprise and Premier Support, as well as future offerings that we can monetize and drive competitive advantage with
• Be the voice of the customer interfacing with our products and engineering organizations
Qualifications
Key Qualifications:
• Bachelor’s degree with 10+ years of experience in the Support industry preferably in Technical Support
• Must be able to lead and motivate
• Repeated history of helping large teams not only overcome objections to change but embrace that change
• Demonstrated ability to deliver world class experiences to customers and employees
• Demonstrated experience in senior leadership positions with responsibility for managing more than 100 employees
• Demonstrated experience in developing a high performing team
• Experience partnering with other leaders to build culture
• Excellent presentation skills
• Team player who recognizes that his fellow Support Leaders are Team One
• Call center experience a plus but not required
• Ability to manage large teams remotely dispersed across various cultures and geographies, most notably Japan, Korea, and China
• Excellent cross-functional communicator and team player. Will need to partner with Engineering, Product Management, Sales, and Global Services
• Customer facing executive with the experience, presence and empathy of managing customer relationships during escalations
• Proven operational ability to lead a team around strategy and execution around new models of support that maximize customer success, and that can scale globally in a rapidly growing and dynamic organization
• Positive and energetic leadership presence
• Strong sense of urgency
• Ability to attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels
• Demonstrated passion for creating successful customers, and a track record of rolling out efficient processes and systems that delight our customers