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Global Customer Experience Manager
1 tydzień temu
About Us
Splunk is a leading provider of observability platforms, helping organizations deliver exceptional customer experiences. Our vision is to revolutionize the way businesses operate by providing real-time insights into their operations.
We are seeking an experienced Technical Support Team Lead to join our EMEA Support team. This role will involve managing a team of Technical Support Engineers who assist customers in resolving technical challenges with Splunk Observability products.
Responsibilities
- Manage a team of Technical Support Engineers to achieve business objectives around Customer Satisfaction, metrics attainment, and operational excellence.
- Set team goals in alignment with Global Support objectives and assist direct reports in the definition and attainment of individual goals.
- Ensure direct reports use the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
- Manage workflows and schedules for direct reports to ensure adequate shift coverage.
- Manage and communicate about customer issues for your direct reports when necessary.
Requirements
- 3+ years of leadership within a Global Customer Support / Technical Support organization.
- Experience with Cloud/SaaS software products is highly coveted (Splunk Security preferred).
- Demonstrated commitment to advocating for and resolving customer issues.
- Ability to work in a fast-paced, changing, and results-oriented atmosphere.
