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Director of Support and Services

Customer Success | Tampa, FL | Full Time

Job Description

The Position

You will lead our Support and Professional Services team in our Tampa office and coordinate with teams in the other global offices to provide consistent, customer-focused  strategies, tactics, and processes that result in great customers experience and visibility of that customer experience to key stakeholders within the company.

The Director directs the overall productivity and effectiveness of the support and professional services teams based out of Tampa. Reporting to the Vice President of Customer Success, the Director of Support also works closely with internal and external stakeholders to ensure the appropriate objectives and priorities are enabled within the support team.


What You Will Be Doing

  • Managing the KPIs, priorities and day-to-day activities of the Support and Professional Services teams in Tampa
  • Ensuring that corporate and global Customer Success goals and objectives are properly mapped to the KPIs, priorities and day-to-day activities of the Tampa team
  • Developing and achieving Support goals and objectives that align with the corporate vision
  • Serving as an escalation point for customers that are not satisfied with their OPSWAT experience
  • Coordinating with your peers in other Support and Professional Services offices to facilitate a smooth 24x7 Customer Support experience and consistent processes
  • Designing and executing improved support processes and communication channels
  • Ensuring targeted service and performance standards are achieved or exceeded.
  • Analyzing customer experience patterns and trends and providing that feedback to the executive management team and key organization stakeholders
  • Determining overall customer satisfaction levels and identifying ways improve those levels
  • Improving Support hiring and on-boarding practices
  • Coordinating cross-department initiatives designed to optimize customer service and improve customer satisfaction
  • Establishing and managing communication channels within and among departments


What We Need From You

  • Bachelor's degree; Computer Science or Information Technology degree preferred
  • 5 years of hands-on technical experience with MS Windows, Linux, and/or networks
  • 5 years of B2B support experience on enterprise software, preferably in the cybersecurity space
  • A self-motivator who thrives in a growing and unpredictable environment
  • Ability to develop clear action plans and drive processes with numerous interdependencies
  • Strong verbal and written communication skills
  • A successful track record of working effectively at all levels within the organization
  • Strong problem-solving skills, analytical capabilities, and collaboration skills
  • Meeting management and group process facilitation skills are required
  • An interest in developing subject matter expertise with OPSWAT products

It would be nice if you had:

  • Experience working with offshore teams and “follow the sun” support processes
  • Experience working with multiple support teams spread geographically
  • Experience working with an internationally diverse group of customers
  • Cybersecurity experience
  • Experience working on AWS, Azure, or other Cloud platforms
  • Networking experience
  • Scripting or programming experience