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Director Technical Support

  • San Mateo, CA
  • Customer Operations
  • Full-Time
Come join the battle against bad bots!!!
 
PerimeterX is seeking Director of Technical Support who can develop and manage core key areas of PerimeterX’s Global Technical Support functions:  Business Operations, Technical Support, Business Systems, Partnerships, and PX Support Programs. 
 
The Director will develop and manage global teams as well as a bullet proof operating infrastructure to maintain current levels of excellence and meet PerimeterX’s growth.  As a key member of the Client Services management team, the Director will report to the VP Technical Support and Customer Success and be a primary interface to PerimeterX’s customers and partners.

Below are the highlighted areas of expertise we are looking for in a qualified candidate...

Customer Experience...

  • Direct measurement of the customer’s experience with PerimeterX Technical Support, products, and quality.
  • Provide, SFDC, based dashboards that dynamically track NPS and CSAT scores on a weekly, monthly, and quarterly basis. 

Operations...

  • Hire and manage a global Technical Support team that is accountable for the day to day operations of the Technical Support business function
  • Work with companion functions such as PLM, Engineering, Sales, Sales Operations et al to define operational processes and procedures that meet the needs of PerimeterX’s customers.
  • Build a new US Based TAC, lead analysts, training, define KPI’s and report on the effectiveness of the PerimeterX Technical Assistance Center (PTAC)
  • Grow global Tier 3 Support Operations, enhancing collaboration between T3, Customer Success and On-Boarding.
  • Provide leadership and be a steward for the EULA, Warranty Policy, Support Terms and Conditions

Technical Support...

  • Build, expand and lead the team of Technical Support Engineers that deliver Tier 1, Tier 2, and Tier 3 global, 24x7 phone, Slack and web based Technical Support for customers and potential channel partners.
  • Managed globals outsourced technical support centers, including running QBR’s, evaluate resources performance and deliver ROI.
  • Provide day to day management and leadership for Customer Operations Analysts.
  • Maintain and constantly improve operational processes and procedures to ensure delivery of industry leading Technical Support.
  • Routinely monitor and report on Technical Support execution in terms of case closure rates, response times, NPS, customer satisfaction levels, et al.
  • Work pro-actively with Systems Engineering, Engineering and Product Management to ensure new product readiness, escalate problems, and drive to solutions to ensure customer satisfaction

Business Systems...

  • Manage internal and external resources to develop, implement and operate Technical Support’ business systems, including Slack, Service Cloud, Community, and third party tools.
  • Ensure the business systems meet the needs of each functional area within Technical Support and, as needed, companion functions e.g. UAT, change control, et al.
  • Manage the Technical Support side of CRM integration e.g., Service Cloud and NetSuite, Community and Marketing content.

Broader Programs within PerimeterX

  • Develop, implement, and manage a PX Support portfolio targeted our customer. Base, from SMB to our to strategic customers.
  • Follow a standard New Product Introduction process that begins with a product concept, includes SKU creation, pricing, rigorous end to end testing, and ends with an announcement and introduction to sales.
PerimeterX is a provider of scalable, behavior-based threat protection technology for the web, cloud and mobile. Its security service PerimeterX Bot Defender™ accurately protects commerce, media and enterprise websites from all types of automated or non-human attacks, at any scale. PerimeterX was founded in 2014 and have received 34.5 million in funding to date.