Director, Customer Support

3M HEALTHCARE; Dublin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Health care insurance

Life insurance

Retirement savings plan

Wellbeing services

Generous time away

Employee recognition program

Job summary

Vectra AI is seeking a Senior Manager to lead Global Support, driving high standards, scale, and exceptional customer outcomes across the EMEA region. You will manage a team of Support Engineers, collaborate with Engineering, Sales, and Product teams, and shape strategic support initiatives.

This role offers hybrid work with opportunities to influence worldwide customer experiences. Ideal candidates bring 10+ years of senior management in software support, a strong focus on CSAT, and extensive

Qualifications

• 10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company.
• Passionate about customer experience and customer satisfaction.
• Experience developing, implementing and enforcing Standard Operating Procedures for standard and premium support programs.
• Experience establishing and driving high standards for Service Level attainment in Support Operations.
• Experience building, mentoring and developing Support teams.
• Extensive customer support background in a global vendor servicing international customers.
• Strong Technical Support background in Linux, Networking, Security, Cloud or related fields.
• Salesforce.com Service Cloud experience for case management, analytics and reporting.

Responsibilities

• Promote a customer-first support culture that goes above and beyond what the customer expects, and ensure that every customer’s engagement is exceptional.
• Oversee a team of Support Engineers and closely work with counterparts in various departments including Engineering, Customer Success, Sales and other partners.
• Help scale and optimize the EMEA Support team for growth, identifying opportunities to maximize customer satisfaction through product improvements, training, tooling, online support, and self-service.
• Provide coaching and mentoring of direct and indirect reports to help achieve the department’s mission.
• Define and execute support strategies towards improving CSAT, productivity, and customer retention.
• Manage day-to-day support delivery and report key metrics to senior management.
• Collaborate with leaders across Customer Success, Security Engineering, Professional Services, Engineering, and Product Management to deliver insights and identify improvement areas.
• Establish a quality review process to measure adherence to service standards and contractual obligations.
• Be a customer advocate within the company at all levels.

Skills

Global leadership

Customer focus

SLA management

Team mentoring

Cross-functional collaboration

Tools

Salesforce Service Cloud

Job description

Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.

The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. For more information, visit www.vectra.ai.

Our culture is centered around three core values – customer first, no drama teamwork and acting with integrity. At Vectra, we love to solve hard problems and embrace people who relish that. We also love people who are passionate, irreverent and focus on delivering results.

You are expected to be different from the norm, to excel in your field and be willing to share your experiences and creativity with the global organization. You are expected to challenge the status quo.

If you care about building great customer experiences, like to stretch, do not take no for an answer and are great to work with, this is your home.

Joining the organization at this time will allow you to develop the dynamics which will shape the global support organization. Joining now offers future career opportunities in a fast-moving environment.

Why Vectra AI?

Vectra AI is the leading innovator in real-time detection of in-progress cyber-attacks. The Vectra Cognito platform continuously monitors customer environments to automatically detect any phase of an on-going cyber-attack. Vectra AI won the Best of Black Hat Award for "Most Innovative Emerging Company" and the SC Award "Best Customer Service".

Position Overview

For this role you should be a leading Technical Support Senior Manager or above, experienced in the leadership of technical support teams.

You are likely to already be an expert in your field, with a successful track record of leadership in global vendor-support environments. You also are well versed in being able and comfortable to be a hands manager and equally able to lead and define strategic initiatives.

Successful applicants should expect to enjoy their new position at their local Vectra office, with flexibility to work from home when mutually agreed with your manager.

Your experience

• 10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company
• Passionate about customer experience and customer satisfaction
• Experience developing, implementing and enforcing Standard Operating Procedures for standard and premium support programs
• Experience establishing and driving high standards for Service Level attainment in Support Operations
• Experience building, mentoring and developing Support teams
• Extensive customer support background in a global vendor servicing international customers
• Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields
• Saleforce.com Service Cloud experience for case management, analytics and reporting

Specific responsibilities will include

• Promote a customer-first support culture that goes above and beyond what the customer expects, and ensure that every customer’s engagement is exceptional
• Oversee a team of Support Engineers and closely work with counterparts in various departments including but not limited to Engineering, Customer Success, Sales, executive level business partners, and cross-organizational teams
• Help scale and optimize the EMEA Support team for growth, identifying and promoting opportunities to maximize customer satisfaction through product improvements, training, tooling, online support, and self-service
• Provide individual and team leadership by establishing clear expectations and coaching employees to achieve the Support department’s mission
• Work closely with senior leadership and the support team to define and execute support strategies towards improving CSAT, productivity, and customer retention
• Manage a team of Support Engineers and day-to-day support delivery
• Monitor team performance, including customer satisfaction, ticket resolution and ticket trends
• Manage support coverage and team capacity
• Define processes, systems, and tools that continuously drive scale and improve performance
• Report key metrics to senior management, assess metrics and take appropriate actions to continue to enhance Customer Support deliverables
• Manage goals, processes, and business KPIs to align performance of the Support team to business outcomes
• Collaborate with leaders across Customer Success, Security Engineering, Professional Services, Engineering, and Product Management to deliver Customer Support insights, and identify and action areas of operational improvement
• Manage end to end Customer critical escalations and resolution
• Provide regular coaching and mentoring of direct and indirect reports to help achieve career development aspirations
• Establish a quality review process to measure and ensure adherence and compliance in quality of service and contractual obligations
• Be a customer advocate within the company at all levels

Vectra provides a comprehensive total rewards package

Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered vary by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral & emotional wellness services, generous time away from work, and a comprehensive employee recognition program.

Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.