What you’ll do

• Define support strategy to improve customer experience, scale the team, develop talent, balance cost and coverage
• Present strategy, important insights, financial/non-financial achievements, monthly/quarterly progress updates to leadership.
• Coach stewardship capabilities and a continuous improvement mindset to your directs and their teams
• Inspire and motivate support leadership and support engineers to lean into our values to advocate for our largest, most complex enterprise customers
• Develop an environment and culture of legendary support throughout the Cloud support team
• Analyze operational metrics to determine strategic wins and guide improvements to increase value for Cloud customers
• Collaborate with important partners in our Cloud Product team and other leaders throughout Customer Support & Success to guide visibility of cloud support customer needs and ensure multi-functional and cross-geo collaboration
• Lead your team through hyper-growth transformation by scaling intelligently and improving the customer experience
• Grow the leadership capability in the organization - senior managers, support managers, and their teams
• Attract and nurture top talent, improve employee engagement and satisfaction
• Monitor and improve important business processes and operational metrics
• Foster an environment of legendary customer support - Improve solutions based on internal insights and customer feedback to challenge your team and the broader company to deliver higher value
• Anticipate the evolution of Cloud customers and their needs in partnership with Product leadership
• Guide cross-functional and cross-geo programs to accomplish broader company strategy

Your background

• Demonstrated experience implementing talent-nurturing programs that grow leaders and Support Engineers
• Experience presenting to support platform heads and senior leadership with clear successes and challenges and the impact on the health of the business
• Leadership experience managing large teams to meet operational performance goals
• Exceptional behavioural assessment capability and the ability to teach this to others
• Experience building a customer-centric culture that advocates for the customer’s needs
• Experience interpreting data analytics to find insights that customer value
• Demonstrated experience and success in multi-functional influence and inspiring change
• 15+ years of experience in fast-growing global support operations serving a complex customer base