[ref. q17222422] Director, Technical Support – APAC
Forcepoint Bangalore
Job Description
Who is Forcepoint
Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working.20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you're in the right place we want you to bring your own energy to help us create a safer world. All we're missing is you!
The Director of Technical Support - APAC Region will lead our Technical Support team of talented professionals across various locations in India and in Asia Pacific region. This leader plays a key role in overseeing the customer experience for APAC and global customers and ensures the APAC Technical Support team is consistently delivering industry-leading customer satisfaction and loyalty.This role reports to the VP of Global Technical Support in the Customer Success Operations (CSO) division.
The Technical Support team is a key part of the CSO Organization and is comprised of highly trained Technical Support Engineers delivering real-time solutions as subject matter experts while also leveraging an expanding, highly interactive online Customer Hub portal and Knowledge Base repositories.Technical Support follows global service and performance management standards, promotes automation and process execution, and encourages professional career growth and employee engagement.
This leader will drive the development and ongoing management of our technical support team in APAC and ensures we exceed expectations across a broad variety of Enterprise-class cyber solutions working cross-functionally with Sales and Engineering/Product teams.This individual will drive actions of transformational technical support and customer care initiatives and is responsible for day-to-day Technical Support delivery functions. They will lead a high-performance team while strengthening overall professionalism in accuracy, diligence, sense of urgency, and efficiency in meeting the operational needs of the business.
Role Responsibilities- Deliver consistent Enterprise-class technical support services via phone and e-support to internal professional services, service delivery partners and end user customers across APAC
- Deliver a differentiated and consistent support experience across a multi-tier support framework
- Drive customer retention in collaboration with wider CSO group that directly impact customer loyalty
- Continuously improve technical support to deliver best-in-class, proactive and predictive customer support experience
- Define and deliver expanding online support experience
- Own the overall APAC customer support experience program: measure, monitor, and report overall customer support satisfaction.
- Drive cross-functional collaboration with key internal stakeholders: Product, CSO, Sales, Partner Channel - sharing key customer feedback and case drivers to improve customer experience and product performance
- Continuously evolve the support experience, delivering a differentiated competitive advantage and value to our customers
- Lead and develop strong, technically capable engineers maintaining the highest level of customer service.
- Develop operations-related plans, budgets, policies, and procedures to achieve the organization's customer satisfaction and responsiveness objectives
- Establish an environment that promotes excellence, communications, teamwork, sense of urgency and efficiency
- Identify transformative opportunities in the areas of organizational design, business policy, processes, and procedures that will result in improved customer experience, new market opportunities, operational efficiencies, and cost savings
- Ensure technical support teams are prepared with the proper education, training, tools, process, and procedures to efficiently deliver a world class customer support experience
- Management of business plans to include past operational and financial performance, organization, market conditions, forward-looking strategy and execution plan that will include monthly, quarterly, and annual metrics with the ability to apply judgment and trending analysis to accurately predict performance
- Recruit, hire, train and provide leadership and management of a high-performance team of operational and technical support resources development to day-to-day operations.
- Develop regular field communications on ongoing operational metrics, strategic initiatives, and other related topics
What qualifications we are looking for:
- 10+ years of experience in the high-tech technical support and customer care industry
- 5+ years of experience leading an Enterprise-class, customer-facing Technical Support organization supporting a customer base of advanced enterprise software products
- Technical Bachelor's degree (Masters a plus) or equivalent experience
- Working knowledge of technical support organizations, product management, engineering, and service delivery of Cybersecurity and Cloud Services
- Passionate, collaborative, results-oriented leader capable of inspiring and building high performing teams to effectively drive change while achieving established goals
- Experience leading geographically distributed and culturally diverse workgroups
- Ability to form strong cross-functional relationships and influence others to drive to a common goal
- Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information
- Highly adaptable to changes in priorities and business conditions while still driving towards results
- Laser-focused on delivering a world class customer experience
- Some travel may be required
ProgressBangalore
global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Manager, Technical Support and help us do what we do best: propelling business forward.
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