The Successful Candidate Will Have
Recent experience managing a global, post-sales technical support org with technical products. The winning candidate doesn't need to learn our products in depth but must be highly conversant in the general nature of our products to inspire confidence in our customers (both internal and external)
A data-driven and tooling/automation mindset to drive business success
Experience leading through Director level leaders globally
Ability to be crisp and clear around root cause of challenges we face as a team and plans to address said challenges
Ability to be in our Palo Alto, CA office regularly and interact with execs, eng and sales leadership
A predisposition to think and breathe TEAM: the candidate should have experience in building global, multicultural teams based on trust, without politics and aligned around common objectives with high standards of performance and quality
The ability and polish to travel to customer sites and represent Cloudera effectively
The ability to travel to our international centers on a periodic basis to build rapport and alignment globally
Experience partnering cross functionally to bootstrap new international support centers including sourcing new employees, forming new hire training plans and connecting new center employees into the larger Support Team’s DNA
Daily Operations:
Manage Service Delivery globally including regional leaders in global locations in our follow-the-sun model
Ensure internal constituents cross functionally have on demand access to view current state of a subset of key metrics that illustrate the relative, operational health of the Support Organization to improve internal calibration around corrective / improvement actions
Drive efforts to ensure capability gaps between current capabilities and more robust enterprise support delivery are continually lessened
Oversee the measurement of 24x7 Service Level Agreement (SLA) compliance and all roadblocks to SLA compliance with associated plans to remove said roadblocks
Drive initiatives that ensure Support Management is measuring the right things to make the Service Delivery teams increasingly more considerate of the Cloudera customer experience with our products and services
Ensure all customer and account team escalations are responded to with urgency and customers are communicated with effectively
Partner with the Voice of the Customer (VoC) Team to oversee Customer Satisfaction survey process follow-up to ensure Cloudera Support is a learning organization based on customer feedback
Partner with the Support enablement teams for continuous optimization of Support Service Delivery whether it be enhancements to systems, processes, or new support model that maintain our position as an industry leader
Employee Performance and Growth:
Partner with business leaders on programs impacting employee engagement and retention. Provide input into and drive the adoption of these programs by the Service Delivery Managers
Document and communicate career path options for Service Delivery Support Managers and ensure Service Delivery Support Managers do the same for their direct reports. Keep career path options up to date as the business grows
Manage & Track Service Delivery team members performance and ensure proper performance management occurs
Partner with the Service Operations and Back Line teams to ensure closed loop process is adhered to as measured by case assessments and associated coaching.
Partner with the Support Learning team to ensure new hires and existing Support Engineers obtain the necessary skills to provide customer support. Ensure new hire training and certifications are completed. Work together to design and develop ongoing training programs to ensure Support engineers are equipped with necessary business and technical depth to solve cases at time to closure targets.
Operational Efficiency:
Partner with the Systems & Tools Sub Team to ensure Support Engineers have ample input into our systems and tools to increase Support Engineer efficiency
Partner with the Service Operations Team to ensure business processes are effective in delivering enterprise customer support
Product Improvement and Business Growth:
Partner with Product Supportability to ensure Service Delivery and Back Line Support Teams are driving Supportability enhancements to stem case demand and respect our customer's time
Partner with Workforce Planning leads to oversee hiring algorithms and prioritizing hiring locations based on incoming case demand
Partner with Planning & Programs teams to prioritize business areas that require new programs or changes to existing programs to meet the business needs. Define stakeholders that can successfully deliver business results.
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