We're Ushering a New Era of Data Participation. Interested?
We’re shaping the way companies manage data by helping customers connect the right data, insights, and algorithms for all Data Citizens. When everyone across the organization is enabled with data, true transformation can take place. We are building a team of exceptional people to help us deliver on that promise. If you are interested in a career at the leading edge of technology, we look forward to hearing from you.
How you'll make an impact at Collibra:
We are seeking a proven, tactical and strategic Director of Support to lead our global teams who are tasked with supporting our customers and partners. This position will be located in Atlanta, Georgia. This individual will lead a highly visible and motivated team and will interact extensively with Support leaders across the rest of the world. The ideal candidates should possess extensive Technical Support leadership experience, preferably supporting global clients in a cloud or software environment as well as key customer events including Planning & Readiness.
A day in the life of a Director, Support at Collibra:
You’ll be reporting directly to the Head of Support Operations, and will be responsible for a wide range of tasks, including:
Work with Sales, Product Management, Engineering and Broader Customer Success organizations to continue to improve the overall support experience.
Drive close engagement with the Cloud Operations and Engineering Teams to improve customer concerns, escalations processes, response times, problem resolution, establishing scalable structure.
Oversee strategic project to improve customer self-service capabilities.
Understand technical training needs and help drive priorities with support training strategy.
Resource, organize, and facilitate a team of Support agents at both in-house and outsourced locations in providing high quality, accurate and timely customer support.
Actively participate in setting team/department objectives to ensure they are met.
Develop and manage key metrics which will measure the effectiveness of the team in meeting key goals such as Customer Effort, Customer satisfaction, Customer Loyalty and Productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved.
Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other Collibra functions.
Work pro-actively with Peer Managers to schedule staff, plan training activities, and other non-customer facing activities to meet Regions Capacity requirements.
Analyze Customer trends and adopt Knowledge Centric Support practices to ensure Knowledge base articles are promptly written resulting in increased First Contact Closure and Customer
BS or MS in Computer Science, or equivalent experience.
10+ years of experience in a Customer Support in a SaaS environment, simplifying the processes to handle highly complex issues.
5+ years at the Global Management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers.
Previous experience directing and maximizing the benefits of collaborating with global teams.
Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.
Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner
Must be capable of dealing confidently and professionally at executive level internally and at customers.
Proven ability to manage complex processes and drive continuous process improvement.
Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.
A friendly and rapidly growing environment where your input will be valued and your growth fostered
Ongoing opportunities to collaborate with fellow Collibrians globally for team meetings, trainings, and conferences
Flexible hours = quality > quantity
A state-of-the-art laptop
And of course, a competitive salary with a strong benefits package.