Technical Customer Support Leadership Position

Há 22 horas

São Paulo, São Paulo, Brasil beBeeDirector Tempo inteiro US$1.120.000 - US$1.648.000
Job Description

The Director of Technical Customer Support Focused Services will lead a team of highly experienced support engineers delivering high-touch services across a global security platform. This role requires collaboration with account teams, engineering, NPI, and customer success to create long-term support strategies.

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  • Manage the delivery of a global service team delivering complex, multi-product services engagements
  • Set annual performance objectives for the team, ensure performance management processes are adhered to, and provide continuous feedback to managers and individual contributors
  • Be able to inspire the team to act as their customers' trusted technical advisors
  • Build and scale the team by interviewing, hiring, training, and onboarding service delivery leaders consistent with corporate values, recruiting processes, and policy
  • Establish the services delivery strategy, partnering with the account team on adoption process where services can help
  • Responsible for understanding strategic client business strategy, drivers, security goals, and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
  • Successfully drive the team to deliver goals and objectives as planned, complete training, and synthesize technical information into business language including business value, outcomes, and impacts on our customers' business and security objectives
  • Lead the team to make progress and deliver on commitments
  • Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
  • Understand how financial performance of the teams contributes to bookings, revenue, and margin on the services business
  • Enhance processes and tools for service delivery, establish internal and external reporting cadence by monitoring and responding to key KPIs
  • Partner with services leaders on strategy and on delivery model to ensure a cohesive, collaborative approach to delivery
  • Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio
">Qualifications

You have:

  • 10+ years of overall experience in cybersecurity and technical customer support in a TAC environment
  • 5+ years of senior leadership or managerial experience required, including leading large teams, managing projects, and overseeing cybersecurity initiatives
  • Customer-facing services delivery experience, preferably in a technology company
  • Experience in partnering with account teams to drive successful platform adoption by applying the appropriate services and levels of support
  • Understanding of how financial performance contributes to bookings, revenue, and margin in the services business
  • Experience leading a growing organization
  • Proven experience building excellent client relationships, leading customer-facing teams to deliver services that add value
  • Strong influence and negotiation skills
  • Self-motivated
  • Superb organizational skills - planning, directing, risk identification, risk management, risk mitigation, execution, coaching others

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