Global Technical Customer Support Leader

Há 2 dias

São Paulo, São Paulo, Brasil beBeeLeader Tempo inteiro US$100.000 - US$120.000
Job Description

The Director of Technical Customer Support will lead a global team delivering high-touch services across the Palo Alto Networks security platform. They will collaborate with account teams, engineering, NPI, and customer success to create long-term support strategies.

  • Leadership: Manage the delivery of a global service team delivering complex, multi-product services engagements.
  • People Management: Set annual performance objectives for the team, ensure performance management processes are adhered to, and provide continuous feedback to managers and individual contributors.
  • Thought Leadership: Inspire the team to act as their customers' trusted technical advisors.
  • Build and Scale the Team: Interview, hire, train, and onboard service delivery leaders consistent with corporate values, recruiting processes, and policy.
  • Building Strategy: Establish the services delivery strategy, partnering with the account team on the adoption process where services can help.
  • Strategic Thinking: Understand strategic client business strategy, drivers, security goals, and initiatives and translate these into service delivery plans and opportunities.
  • Results Leadership: Drive the team to deliver goals and objectives as planned, complete training, and synthesize technical information into business language.
  • Business Development: Position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements.
  • Business Management: Understand how financial performance contributes to bookings, revenue, and margin in the services business.
  • Operations: Enhance processes and tools for service delivery, establish internal and external reporting cadence, and monitor key metrics.
  • Collaboration: Partner with services leaders on strategy and delivery model to ensure a cohesive, collaborative approach to delivery.
  • Technical Expertise: Understand solutions on a broad level and apply knowledge of the cybersecurity industry to provide guidance to the team.

Key Requirements:

  • 10+ years of experience in the cybersecurity and Technical Customer Support industry is preferred.
  • 5+ years of senior leadership or managerial experience is 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.
  • Understanding of how financial performance contributes to bookings, revenue, and margin in the services business.
  • Proven experience building excellent client relationships, leading customer-facing teams to deliver value-added services.
What We Offer

A dynamic work environment with opportunities for growth and development.

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