Global Leader for Strategic Support Excellence

2 tygodni temu

Kraków, Lesser Poland Tanium Pełny etat

At Tanium, we are seeking a seasoned professional to lead our Global Center of Excellence. This individual will be responsible for driving the success of our global support programs, ensuring timely and effective customer service delivery across all industry verticals.

The Head of Global Center of Excellence will oversee the development and implementation of strategies to improve customer satisfaction, Net Promoter Score, and overall customer experience. They will work closely with various teams within the organization to prioritize initiatives that drive business growth and deliver value to customers and partners.

Key responsibilities include:

  • Managing and leading the team within the Tanium Support Center by coaching Support Managers and Technical Account Managers to ensure effective, timely, and professional customer support.
  • Improving customer experience by monitoring customer-focused metrics, adjusting as needed to meet organizational goals, and collaborating with Sales, Support, and Product teams to ensure the voice of the customer is heard within Tanium.
  • Robust business planning by working with other organizations to prioritize and develop new tools, processes, and capabilities that increase the efficiency, accuracy, and quality of support delivered by the Tanium Support Center.

To be successful in this role, you will require:

  • 10+ years of experience as a manager or manager of managers in a software support organization.
  • Strong influencing skills, with the ability to present logical and compelling arguments to enhance innovation and efficiencies.
  • Excellent executive communication skills, with emotional intelligence and patience in all forms of communication.
  • A deep understanding of corporate initiatives and their application to your organization, with the ability to translate strategic goals to tactical action.
  • A passion for managing and leading organizations, with empathy, patience, and inclusiveness without compromising on achievement of business goals.

The estimated annual salary for this position is $200,000, plus comprehensive benefits and attractive remuneration. Additional offerings include restricted stock units, career development opportunities, and the ability to work with global customers on complex and strategic projects.

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