Director - US Customer Support - TIBCO Software - Boston

Job description

Data Visualization is a rapidly growing area within the Business Intelligence sector and TIBCO’s Spotfire product line is an industry leader in that area. We have a highly skilled global support team committed to delivering world class customer support. Reporting to the Sr. Director of Customer Support, we are seeking a senior manager or director to lead the Eastern US Support team, based in downtown Boston MA. This role will focus on providing leadership to highly skilled support engineers and team leads, setting an operating framework to deliver a first class service, and providing vision for and successful execution of support operations.
The organization is global with employees in eastern US, western US, Sweden, India, and Australia. The management team across the globe is in daily contact to ensure efficient operation as a single team. As the leader for the eastern US Support team you will be an important spokesperson and evangelist for driving the mission of the support team internally and with customers. You will also lead the strategy to support customers on our cloud offering which will be becoming an increasingly important part of our portfolio.

Desired Skills and Experience
Responsibilitie:
· Maximize technical support’s contribution to positively impact customer satisfaction.
· Lead and motivate the eastern US support team while continually upgrading the employee talent base through performance management, mentoring, training, and targeted hiring.
· Define and drive implementation of programs and initiatives to improve customer service and efficiency.
· Specify technology requirements for effective support delivery such as improvements in product supportability and delivery efficiencies by leading efforts to develop and implement operational tools. The culture of this support team is to continuously seek methods and processes that will improve the customer experience, rather than just “firefighting” customer issues.
· Help develop a comprehensive customer support offering that includes an effective knowledge base, community forum, FAQs, live chat, and other self-help mechanisms.
· Contribute to the development and implementation of customer relationship management initiatives that cultivate ongoing, long-term customer loyalty.

Qualifications:
· At least five years total experience with the support of Business Intelligence or related client-based software, with at least three years in management.
· Proven exceptional customer orientation.
· Demonstrated excellence in employee development.
· Extensive knowledge of processes for customer support for application software and server systems.
· Superb communication skills (both verbal and written). Must be comfortable interfacing with dissatisfied customers. Must be comfortable with internal communication with Sales and R&D up to executive levels.
· Experience supporting cloud-based Software as a Service (SaaS) systems is a strong asset.
· Knowledge of programming languages such as JavaScript, .NET, C# is a strong asset.
· Must have demonstrated background in recommending and driving process and method improvements.
· Must have demonstrated ability to drive change through constraints and roadblocks.
· Strong command of process, metrics and measures and performance improvement analysis related to technical support delivery.
· Experience working in a geographically dispersed management team is desired.
· Bachelor’s degree in Computer Science or Engineering, or proven equivalent experience.

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