Director, Appliance Support Delivery

Veritas Heathrow , FL 32746

Posted 4 months ago

Role Summary:

Reporting to the Leader, Global Appliances, this position is responsible for the overall productivity and effectiveness of the Appliances Technical Support Delivery teams, which support Veritas customers across all Appliances product lines.

Responsible to drive team success, leveraging global process and methodologies to ensure results, metrics, CSAT and team productivity are maximized. Working in partnership with internal and external stakeholders to ensure team objectives and priorities are aligned with the Customer Success and Global Appliances Support strategy.

The position requires an authentic leader with a customer first mind set, who is capable of leading teams though organisational change and development. Instilling a high performing team culture, with a broad understanding of the external market, customer base and customer success methodologies.

Key Responsibilities:

  • Lead the Global Appliances Technical Support Delivery team, to deliver required CSAT objectives, reduce customer escalations in parallel of meeting other productivity targets and goals

  • Drive priorities and goals aligned to the Veritas Customer Success strategy and Customer Experience

  • Ensure operational rigor and support programs are implemented and successfully administered for effective achievement of objectives and goals

  • Instill a culture of accountability, empowerment and trust

  • Partner and participate with peers in other regions/geographies to enable cross-functional collaboration and best practice initiatives, contributing to the overall global technical support experience

  • Collaborate and effectively influence cross-organizational stakeholders within multiple business units including Enablement teams, Sales/Sales Operations, Human Resources, Engineering and Product Management

  • Engage as appropriate in customer escalations, representing Veritas with bearing and empathy

  • Communicate effectively across the assigned team to ensure alignment on objectives and critical priorities

  • Build strong inter-personal relationships with peers, customers and other key stakeholders to deliver a smooth execution of common goals and business deliverables

  • Lead team of assigned managers with multiple groups of Appliances technical support engineers, supporting Veritas customers across all Appliances product lines.Applying best practice strategies to hire, develop, coach and retain talent

  • Develop, implement and effectively administer support programs, which are consistent with corporate, global technical support, and global Appliances support objectives and strategy, to drive continued Customer Success

  • Partner with senior leadership teams to ensure the overall operation of the department is effectively meeting the Veritas strategic goals, customer needs and external competitive requirements

Specific Role Requirements:
The role requires a working knowledge of the following competencies:

  • 12+ years of professional experience in the customer success industry, preference in customer technical support, or applications implementation area of the high tech or software industry

  • Experience with appliances hardware, consumer software, or database software

  • Exceptional customer focus, with ability to understand customer needs

  • Demonstrable understanding of the market requirements, customer base and challenges facing a fast growing company

  • Proficient in conflict and change management

  • Leadership skills with proven ability to lead, coach, develop

  • Experience working in a diverse, global environment

  • Ability to devise and implement business plans

  • Excellent analytical and organizational skills

  • Authentic leadership, including ownership, honesty, accountability, empowerment and trust

  • Ability to interact and communicate effectively with all levels of the organization

  • Strong problem solving and service delivery skills

  • Excellent communication.Verbal and written communication skills and the ability to multi-task

  • Results driven, ability to motivate and inspire all levels of staff

  • Must be focused on quality i.e. delivering excellent services to the company and key stakeholders

  • Problem solving with ability to deliver in a complex environment

  • Ability to design and drive individual and team performance and productivity improvement

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Director, Appliance Support Delivery

Veritas