Job Title: Director, Customer Support, North America

Location: Denver, CO (Field-US) 

Function: Customer Support

Position Type: Regular, Full-time

Position Level: Senior

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly's comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.

THE OPPORTUNITY

As a Director, Customer Support, North America at Xactly Corporation, you'll join as a key member of the Global, Customer Support leadership team. You will lead the US based team and work closely with the Director, Customer Support, Global to deliver 24X7 world-class support and proactive help to our customers world-wide. You will play a leading role in developing and defining overall strategy, analyzing and optimizing support operations and driving a culture of continuous improvement while driving key performance indicators that deliver the best customer experience and productivity. You will foster a culture of growth and excellence through detailed employee development plans and recruitment of the best internal and external talent. You will work closely with leaders in other departments (Professional Services, Sales, Product, Engineering, Customer Success) to optimize cross-functional communication and processes. We are seeking an energetic, data driven leader who is passionate about building an industry leading, data and knowledge driven Customer Support function, providing an outstanding experience for our customers and our team members, driving continuous improvement and helping others reach their potential. Our goal is to build the best Customer Support department on the planet, and you will help us do that!

THE TEAM

Xactly's Customer Support team is a talented and growing team with members in San Jose, Denver, Bangalore, Toronto, and Australia and responsibility for delivering 24X7 support to our global Enterprise, Commercial and SMB customers

THE SKILL SET:

• 10+ years' experience in the software industry. SaaS experience preferred.

• 3+ years' experience as a Director of Customer Support.

• You have a number of wins you can share where projects you initiated drove measurable improvement in key KPIs 

• You can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative and effective way you worked with them through challenging situations. 

• A proven track record providing career growth and development to a high performing team.

• Experience implementing and driving Knowledge, Self-Service and other tools to drive deflection, increase quality and reduce response times. 

• Ability to rapidly gain in-depth knowledge of technical solutions

WITHIN ONE MONTH, YOU'LL 

• Build relationships with the team and internal business partners (Professional Services, Product, Engineering, Customer Success)

• Gain a strong understanding of Sales Performance Management space and the business challenges Xactly solves

• Get a pulse on the maturity of processes and people (identify gaps) 

• Draft an outline proposal for addressing the gaps you identified

• Get a firm handle on all key metrics and their drivers. 

WITHIN THREE MONTHS, YOU'LL 

• Work with the rest of the leadership team to firm up the blueprint with plans to execute for the next year and beyond

• Establish yourself as an effective leader within the Support team and an excellent partner for external departments.

• Keep building and evolving practices based on maturity (as assessed in month 1) 

• Refine the KPIs/SLAs based upon gap diagnosis found earlier

 WITHIN SIX MONTHS, YOU'LL

• Have rolled out career paths and development plans for all your team members 

• Led a number of process improvement projects to completion

• Rolled out plans for initiatives for the next quarters needed to achieve agreed KPIs and system and process changes.

• Be well versed in all of our products

• Be well versed with internal functioning of the organization 

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

BENEFITS & PERKS

• Flexible Time Off (FTO)

• Comprehensive Insurance Coverage (including pet insurance!)

• Tuition Reimbursement

• XactlyFit Gym/Fitness Program Reimbursement

• Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks

• Access to Corporate Discounts

• Parking & Commuter Benefits

• Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities

• End of Month Surprises, Contests, BBQs, Parties & Reward Vacations

• 401(k) Retirement Savings Plan & Employer Match 

THE XACTLY STORY

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we're committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. 

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.