Director, Customer Support - Americas

| Greater Denver Area
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Position: Director, Customer Support - Americas

Location: Broomfield, CO

At Alteryx Inc., we value altering the status quo, boldly stepping into the unknown and uncovering something no one else has ever done before. Our associates couple their strength of character with an innovative analytics platform and have the drive to achieve more than ever thought possible. Blend your will and skill to embrace and solve challenges and we will help you alter everything about your preconceived notions of work. Join the Alteryx team to break barriers and experience the thrill of solving.

Overview:

We are looking for an experienced North American Director of Customer Support to join our winning Customer Support team. This role will lead and contribute to multidisciplinary cross-functional projects to support and enable continued customer success across our global customer base.

This role reports to the Vice President of Global and will work with functional teams across the organization. Our ideal candidate is someone who has broad business acumen, has successfully led customer support to the delight of both the customer and organization, readily takes initiative, and understands stakeholder requirements in context of business objectives while factoring in localized support requirements across the globe. 

Responsibilities:

  • Partner across the customer support team to maintain and improve upon a 95% + customer satisfaction score
  • Work closely with the Manager, Customer Support to continue the development of our world class support organization
  • Directs the strategy/implementation to grow the Alteryx North American support teams to support multiple time zones. With multiple language skills.
  • Directs the ‘follow the sun’ support structure for the Americas that enables Alteryx to deliver support services for our user base across the globe.
  • Ensure all focus is on customer satisfaction
  • Work closely with Sales and Product Development organizations for reporting on user experience in the Americas.
  • Partner with senior leadership in Product Development, Product Management and Customer Experience to ensure the best user experience based of metrics
  • Develop a methodology and practice to ensure our online community continues to answer questions for our diverse user base
  • Established standard operating procedures and process documentation to ensure a consistent level of service delivery across the entire Support organization

Qualifications:

  • 10+ years minimum managing and leading supervisors/leaders in a customer support organization in a business to business global software company
  • Outstanding customer service skills and a demonstrated ability to transfer your knowledge to peers or direct reports
  • Extraordinary leadership, coaching, and development
  • Sound Judgment, problem solving, and decision-making ability
  • The ability to plan, execute and deliver multiple projects while staying organized
  • Excellent business writing skills
  • Bachelors’ Degree required
  • Experience using Salesforce.com for support ticket reporting and management
  • Proven success with building a global support organization including an in-language support team

Alteryx, Inc. is an Equal Employment Opportunity Employer.

Unsolicited third party/agency profiles and resumes will not be considered. Please do not inquire.

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Location

Right at the entrance to the Interlocken Technology Park, our office is easily accessible from Denver and Boulder. You can see the mountains from the office -- need we say more?!

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