Global Customer Support Director | Equity Options

3M HEALTHCARE; Dublin; Hybrid; 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 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