AVP of Customer Support JobAVP of Customer Support (Job Number:318373)
CloudShield has a career opportunity for an AVP of Customer Support in Sunnyvale, CA.
The AVP of Customer Support will provide strategic direction for the Customer Support organization, ensuring a pervasive customer-focused mindset that maximizes customer loyalty. The successful candidate will promote a metrics-driven management approach, maximize efficiency of process and tools, and support employee morale. They will develop and maintain a departmental structure that ensures achievement of the department''s goals cost-effectively. This position is part of the senior staff of the company.
. Provide overall leadership of CloudShield''s global support strategy and then be responsible for end-to-end execution in the architecture, design, implementation, and operationalization of that strategy.
. Define and implement reporting lines of communications to ensure all requisite parties are notified timely and engaged meaningfully as needed in problem resolution
. Demonstrate thought leadership in the visioning and then execution of creating a world class, revenue supporting and enabling customer support environment.
. Partner and collaborate across the company in understanding areas of weakness and develop roadmaps to specifically address and strengthen those areas.
. Lead the company''s event response and take ownership and responsibility of problem resolution, to include identification, coordination, communications, and close out.
. Select, evaluate, and develop personnel within the global support domain, and recruit from both within and from outside to be part of a growing team to meet the expanding challenges of CloudShield''s global business growth.
. Define and implement partner focused support processes that accelerate the success of our partners towards their revenue goals and establish clear service level agreements between their support teams and CloudShield''s.
. Recommend new tools and processes that greatly improve the problem resolution process from understanding the problem, through corrective action, to customer satisfaction feedback.
. Maximize customer loyalty by providing an industry leading world-class technical support experience.
. Monitor the ''health'' of the Customer Support Department by evaluating and improving as necessary:
- Customer and internal perceptions.
- Structure and strategy.
- Standards and goal setting.
- Processes and procedures.
- Staffing and education.
- Metrics and reporting.
- Budgets and planning.
. Define and implement services targets and establish clear metrics that support the global deployment and support of CloudShield solutions. Drive the use of performance metrics.
. Ensure department''s involvement in company change management processes.
. Establish effective lines of communications between the global support team and all the key stakeholders in the support function - product management, platform engineering, applications engineering, operations, sales, and corporate services. Align Customer Support with other business stakeholders.
. Define and implement policies that create maximum efficiency in the execution of the global support role as well as in the communications and collaboration on resolution of events that are being managed by the global support team. Provide direction, resources, and support for improvement in the areas of productivity, cost optimization, and training.
. Identify and make visible trends within the customer support environment that allow constant improvement in efficiency and service. Maintain knowledge of current industry trends, capabilities of the latest technology, and the potential impact on the support business.
. Recognize the need for change and lead the planning and implementation of change in the department.
. Effectively communicate the value and initiatives of Customer Support internally and externally.
. Supervise, mentor, and evaluate the department''s team.
. Build employee morale through creative techniques that align with corporate culture.
. Develop, test, and maintain an up-to-date business continuity plan for the department.
Reporting Relationships and Contacts:
This position reports to the President and Chief Operating Officer. This position interacts with all levels of management and co-workers in all departments. Customer interaction is also required.
The position of AVP of Customer Support is placed in frequent contact with colleagues and also in situations where they encounter a wide array of customer problems. They encounter situations that require immediate decisions that must be made. These elements combined require the employee to be an outstanding communicator capable of thinking on his/her feet" and able to patiently cut through what can sometimes be critical decisions in order to provide the required end result.
The AVP of Customer Support works in an open environment with all departments. This position requires heavy computer usage and communication.
BASIC REQUIRED QUALIFICATIONS:
. Bachelor''s Degree in technical area of studies related to complex solutions environments (engineering, information technology, etc.) and 10+ years of experience in global customer support.
. Possess 7+ years of experience leading an integrated, complex problem resolution environment.
. Strong experience in personally leading multi-disciplinary, problem resolution teams and working closely with partners in delivering an aligned support environment.
. Possess excellent communication skills, embrace challenges, think strategically, be highly credible, and be comfortable working with ambiguity and rapidly evolving objectives within emerging business situations.
. Extensive customer service experience, including managing difficult situations and difficult people; ability to work independently with a high degree of autonomy and empowerment, which relies on good judgment, decision-making, fairness, and risk-taking.
. Demonstrated project management expertise as well as outstanding time management skills.
. Ability to learn and adapt quickly in a rapidly changing customer problem environment.
. Ability to work flexible hours; being available as needed to lead problem resolution teams.
. Master''s Degree preferred in technical area, systems management, or relevant area of learning.
. 5+ years of experience managing problem resolution in cyber security discipline.
. Experience in both commercial and federal customer support environments.
SAIC is a FORTUNE 500® scientific, engineering, and technology applications company that uses its deep domain knowledge to solve problems of vital importance to the nation and the world, in national security, energy & environment, health and cybersecurity. The company''s approximately 41,000 employees serve customers in the U.S. Department of Defense, the intelligence community, the U.S. Department of Homeland Security, other U.S. Government civil agencies and selected commercial markets. Headquartered in McLean, Va., SAIC had annual revenues of approximately $10.6 billion for its fiscal year ended January 31, 2012. For more information, visit . SAIC: From Science to Solutions®
Job Posting:Nov 19, 2012, 11:13:22 AM
Primary Location:United States-CA-SUNNYVALE
Clearance Level Must Currently Possess:None
Clearance Level Must Be Able to Obtain:None
Potential for Teleworking:No