Customer Support Director, Americas
Company Name:
Verint Systems, Inc.
Overview of Job Function:
The Director of Americas Customer Support will manage a large customer/partner based support organization focused on providing support services to customers in the Americas region. This position is accountable for all aspects of support for Verint solutions and third party products, achieving and maintaining all identified service levels, customer satisfaction goals as well as financial and other operational objectives.
The Director will ensure that a superior customer experience is delivered to all customers/channel partners by promoting a productive and positive relationship with the support team, internal constituents across the organization, and external partners and customers while balancing the financial and operational needs of the business and the company. The customer support team resides in multiple US locations and India.
Principal Duties and Essential
Responsibilities:
Support delivery across the Americas support organization;
Resource management and development;
Escalation management for internal and external customer/partner support issues;
Interface with R&D;, services, product management, sales, etc. to maintain effective working relationships between support and other functions;
Process improvement initiatives and other support center projects
_Minimum Requirements:_
10 years
experience in a technical support capacity for enterprise solutions
5 years of technical support leadership experience managing remote teams and resources
Experience with building and/or managing offshore teams
Proven negotiation skills at the executive level
Project management/software implementation knowledge
Proven ability to build strong customer relationships and guide customers dealing with critical business situations
Ability to travel up to 30% (both domestic and international).
Successful completion of Verint background screening process including, but not limited to, employment verifications, criminal search, OFAC, and SS verification
_Preferred Requirements:_
Knowledge of Telephony systems, and MS technologies including MS OS, MS SQL, MS tools;
Four year degree or equivalent experience in a technical area - preferably in engineering or computer science
Educational and work experiences most desired: Enterprise Software solutions, data and voice Telephony environments
Management competency in enterprise software and system solutions, MS products including servers
Applications and related technology entities like telephony and data networks
Job Title: Customer Support Director, Americas
Location: US-GA-Alpharetta
Job ID: 7710Estimated Salary: $20 to $28 per hour based on qualifications.
Verint Systems, Inc.
Overview of Job Function:
The Director of Americas Customer Support will manage a large customer/partner based support organization focused on providing support services to customers in the Americas region. This position is accountable for all aspects of support for Verint solutions and third party products, achieving and maintaining all identified service levels, customer satisfaction goals as well as financial and other operational objectives.
The Director will ensure that a superior customer experience is delivered to all customers/channel partners by promoting a productive and positive relationship with the support team, internal constituents across the organization, and external partners and customers while balancing the financial and operational needs of the business and the company. The customer support team resides in multiple US locations and India.
Principal Duties and Essential
Responsibilities:
Support delivery across the Americas support organization;
Resource management and development;
Escalation management for internal and external customer/partner support issues;
Interface with R&D;, services, product management, sales, etc. to maintain effective working relationships between support and other functions;
Process improvement initiatives and other support center projects
_Minimum Requirements:_
10 years
experience in a technical support capacity for enterprise solutions
5 years of technical support leadership experience managing remote teams and resources
Experience with building and/or managing offshore teams
Proven negotiation skills at the executive level
Project management/software implementation knowledge
Proven ability to build strong customer relationships and guide customers dealing with critical business situations
Ability to travel up to 30% (both domestic and international).
Successful completion of Verint background screening process including, but not limited to, employment verifications, criminal search, OFAC, and SS verification
_Preferred Requirements:_
Knowledge of Telephony systems, and MS technologies including MS OS, MS SQL, MS tools;
Four year degree or equivalent experience in a technical area - preferably in engineering or computer science
Educational and work experiences most desired: Enterprise Software solutions, data and voice Telephony environments
Management competency in enterprise software and system solutions, MS products including servers
Applications and related technology entities like telephony and data networks
Job Title: Customer Support Director, Americas
Location: US-GA-Alpharetta
Job ID: 7710Estimated Salary: $20 to $28 per hour based on qualifications.
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