Director of Customer Support, Online Services

The Opportunity

Marketo is looking for an innovative, action oriented, and results driven Director of Online Support Services. As a pivotal member of Marketo's Support leadership team, you will be responsible the strategic direction of Online Support, Enhancing Customer Experience through out of box service delivery techniques. Your responsibility will include overseeing our Outsource Support Center operations and accountable for their performance.

Key Responsibilities

• Leadership of Marketo Online Support Program, P&L, hiring, and overall customer experience excellence
• Designing and delivering a scalable program that demonstrates value and establishes relationships with customers.in entry level support program
• Overall strategy and performance of the outsourced support center
• Ensure the Outsource Support center is performing in an effective, efficient and economical manner as measured by contractual commitments, internal metrics, management, and customer satisfaction scores.
• Implements plans for key initiatives and investment areas to achieve defined goals and objectives
• Leading customer retention programs and engaging in account-level product escalations
• Responsible for key performance indicators; including customer satisfaction, operating efficiency, support bookings, and employee satisfaction
• Working cross-functionally to drive visibility and collaborative improvements for each area of opportunity
• Monitor and provide guidance on and suggestions for continuous process improvement

Skills, Experience & Education

• BA/BS Degree in a related discipline or equivalent experience
• 5 plus years VP/Director level experience in customer support in a fast-paced, enterprise level, SaaS-based, mission critical technical support environment; or equivalent industry experience.
• Core competencies include leadership, customer relations, performance management, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude
• Prior Outsource support operations experience including Budgeting, staffing and strategy
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
• Experience with enterprise software solutions; ideally Marketing Automation, CRM, Analytics, integration points, in a SaaS environment
• Outstanding cross-organization collaboration skills
• Superior communication skills (verbal and written) and well-developed presentation skills
• A strong, passionate, optimistic, global team leader with a "will do" attitude that is contagious

Marketo is an equal opportunity employer