Job Summary

In NetApp’s Service and Support organization, our vision is to deliver and awesome customer experience, always!  We do that by harnessing the power of the customer continuum of care.  With over 1100 hybrid cloud experts in the Americas Services and Support organization, we  strive to provide our customers with leading edge solutions to help them through every aspect of their digital transformation journey.

For the role of the America’s Senior Director of Technical Support, we are looking for an individual that wants to lead and motivate a large organization to deliver an awesome customer experience, always!  Someone who understands the entire customer journey from sale to delivery through to support.  A creative individual is isn’t afraid to do things differently and draw on experiences from roles they have held leading a support organization, but also leading non-support organizations.

As NetApp continues on our journey as the data authority in a hybrid cloud world, it’s critical that this leader has lead teams in a cloud services provider and/or a software as a service provider. 

Job Summary

As a key member of the Senior Management team, you will be directly responsible for leading the evolution of the Americas Technical Support organization toward cloud services and aaS support.   This rewarding and challenging role, requires someone with the experience and vision to create and evolve the organization, while maintaining the highest level of service within the core business .  This position requires a dynamic, hard-working and ambitious leader, who is not afraid to push the boundaries of excellence and always ask, how can we do it better?  Having implemented state of the art systems, tools and automation, to create a proactive and predictive customer experience is paramount to success.

Key Responsibilities

• Develop a proactive support approach and associated tools in support of an aaS business, that help solve customer business problems before the problem impacts the customer’s business
• Recruit, train and develop staff to support cloud data services and aaS offerings.
• Evolve automation to improve response times, drive down costs and serve customer’s the way they want to be served
• Play a key role in the development and implementation of self-support infrastructure and knowledge management
• Innovate and drive transformational activities targeted at maximizing customer success
• Provide strategic direction on operational issues; staffing; policy and employee development
• Manage the relationship, performance and quality of 3^rd party support vendors.
• Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
• Manage department budget, identify needs and present investments required to improve service levels
• Partner with engineering to identify product enhancements to improve the overall customer experience. 
• Oversee regular operational reviews, including performance reporting and continuous improvement progress.

*** This position can be located in either Boulder, CO or RTP, NC. ***

Job Requirements

• 15+ years of leading operational customer facing service or support teams
• Must have led organization of 150+
• Must have managed 100m+ operating budget
• Experience driving SaaS Service teams through high growth
• Possess a "big picture" perspective of customer success, and its impact on revenue and customer retention
• A strategic outlook on CRM and ERP functionality with regards to customer support
• Exceptional cross-organization collaboration and communication skills
• Ability to advocate on behalf of customers with a proactive approach, anticipate needs and leverage resources from across the company as needed
• Extensive experience hiring, managing, and developing employees
• A demonstrable desire for continuous learning and improvement
• Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere
• Solid understanding of business operations and ability to manage a multi-million operating budget
• Strong executive presence, presentation skills and business acumen.
• Skilled at talent management including assessment, deployment, development, reward and retention
• Up to 50%+ travel required
• *** This position can be located in either Boulder, CO or RTP, NC. ***

Education

- A minimum of 15 years of experience as a people manager is required.
- A Bachelor of Science Degree in Computer Science, Electrical Engineering, Business or computer-related field; or equivalent related education/training is required. A Master of Science Degree in Engineering, or an MBA is desirable.
- Demonstrated ability to manage multiple, critical projects is required.