Head of Global Center of Excellence

6 miesięcy temu

Kraków, Polska Tanium Pełny etat

The Basics:

Tanium is seeking a dynamic people leader to lead a new team within our Global Support Center to service our growing customer base. This new team will be called the Global Center of Excellence (it operates 365/24/7). Tanium must continue to focus on evolving our global support programs to grow business and deliver value to our customers and partners. This role will build the Global Center of Excellence team under the guidance of the Director, Support Center and be instrumental to its long-term success. You will hit the ground running by hiring the team, onboarding them, partnering with various groups within the organization to enable them, and very crucially establishing a strong culture that team members can thrive within.

You will focus on delivering value to Tanium Emerging Enterprises customers globally, across all industry verticals that Tanium services, by simplifying and streamlining service and support delivery. You will be part of a global, Support Center management team. The Tanium Support Center is responsible for resolving technical issues and answering technical questions from customers in a timely manner. With a primary focus on customer satisfaction, Net Promoter Score, and world-class customer experience, the Head of Global Center of Excellence ensures the team is continually working to improve the overall experience of our customers when using Tanium. This position will report to a Director in the Global Support Center.

What You’ll Do:

Manage and lead your team within the Tanium Support Center by: Coaching Support Managers and Support Technical Account Managers to ensure the Support Center is delivering effective, timely, and professional customer supportThis role will also serve as the leader of a new global technology hub providing 24x7x365 support for Tanium customersManaging team performance with a focus on goal-centric performance managementCollaborate with business peers and Support Center Management to drive consistent global customer experience during their Tanium journey. Improve customer experience by: Monitoring appropriate customer focused metrics and adjusting as needed to ensure organizational goals are being metWorking with management in Sales, Support, and Product teams to ensure the voice of the customer is heard within Tanium.Continually learning from reactive support issues and taking proactive action to deflect such cases in the futureEngaging with customers to understand how the Tanium Support Center can achieve the highest levels of customer satisfaction possible. Using reactive methods like customer escalations to meet customer management and grow the relationship organically to ensure the optimum customer satisfaction is being metManaging to Tanium Service Level Objectives, key performance indicators, and other applicable metrics required to achieve high levels of customer satisfaction Robust business planning by: Working with other organizations on the prioritization and development of new tools, processes, and capabilities which increase the efficiency, accuracy, and quality of the support delivered by the Tanium Support CenterAchieving the desired organizational financial margin by managing cost effectively and efficientlyUnderstanding team capacity/utilization and cost of support to make decisions

We’re Looking For:

Education

BS degree in Computer Science, MIS, or similar experience required MBA or MS degree a plus

Experience and Skills

Must Haves:

10+ years of experience as a manager or manager of managers in a software support organization. Good Judgement ; is self-governed and takes a consistent approach to prioritize and weigh cost and value in order to determine the action most appropriately aligned with Tanium’s values and our mission. Influencing ; demonstrates strong and consistent influence skills, working effectively with their team and customers to present logical and compelling arguments to enhance innovation and efficiencies. Communication ; has mastered executive communication, demonstrates emotional intelligence and patience in all forms of communication. Anticipates blockers and communicates appropriately before requiring escalation. Constantly analyzes whether tasks are the highest priority and best use of time. Redirects erroneous requests to re-focus on tasks that will accomplish the key business objectives. Strategic Thinking ; understands the broader corporate initiatives and how they apply to their organization. Has mastered the ability to translate strategic goals to tactical action in order to achieve the desired results. Holds their organization accountable for achieving these goals and use data to drive that accountability Management ; passion for managing and leading organizations. Manages with empathy, patience, and inclusiveness without compromising on achievement of business goals. Practices a high degree of discretion around sensitive employee information and matters. Leadership ; lead and manage change as the customer needs evolve to always remain customer focused. Spotting emerging trends and patterns quickly, solving hard problems, and generating creative solutions. Has a deep sense of ownership in the work that they do and a hands-on approach. Uses this thinking to actively mentor and coach others to aid in their professional achievement and help avoid problems/high-risk behavior. Flexibility ; Tanium and its Global Support Center continue to evolve and change, and a successful leader must be nimble and flexible.

Good to Have:

Previous experience managing a technical support organization Previous experience managing global teams Previous experience in managing and supporting Tanium infrastructures

Core Competencies

Demonstrates initiative and motivation Excellent oral and written communication skills Team player Person of high ethics and integrity Ability to work in a fast-paced, changing environment

Additional Offerings

Attractive remuneration and comprehensive benefits  All full-time employees are eligible to receive restricted stock units. You can own part of the company you help to build A value-based, transparent culture that fosters collaboration and innovation Ability to work with global customers  Ability to work on complex and strategic global projects and initiatives  Career development opportunities 

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