Director - Customer Support - Marketo - San Mateo

Job description
Marketo is looking for a strategic, action oriented, and results driven Director of North American Customer Support. As a pivotal member of Marketo Support leadership team, you will be responsible support operations for the North American Support offices, senior-level guidance for global support initiatives and customer success programs, and resource assignment and scheduling. The ideal candidate for this position has successfully led a software and/or SaaS-based technical support organization, is an innovative problem solver who is passionate about customer success, and able to demonstrate the value Marketing Automation.

We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in SaaS technology and Service innovation.

KEY RESPONSIBILITIES

Managing the North American technical support team and resources
Implement plans for key initiatives and investment areas to achieve defined goals and objectives
Responsible for key performance indicators; including customer satisfaction, operating efficiency, product quality, and employee satisfaction
Leading customer retention programs and engaging in account-level product escalations
Working cross-functionally to drive visibility and collaborative improvements for each area of opportunity
Monitor and provide guidance on and suggestions for continuous process improvement
Desired Skills and Experience
SKILLS, EXPERIENCE & EDUCATION

BA/BS Degree in a related discipline or equivalent experience
5 plus years’ experience in a fast-paced, enterprise level, SaaS-based, mission critical technical support environment; or equivalent industry experience.
Core competencies include leadership, customer relations, performance management, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude
Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
Experience with enterprise software solutions; ideally Marketing Automation, CRM, Analytics, integration points, in a SaaS environment
Outstanding cross-organization collaboration skills
Superior communication skills (verbal and written) and well-developed presentation skills
A strong, passionate, optimistic, global team leader with a "will do" attitude that is contagious

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