Head of Global Center of Excellence

<p><strong>The Basics:</strong></p> <p>Tanium is seeking a dynamic people leader to lead a new team within our Global Support Center to service our growing customer base. This new team will be called the Global Center of Excellence (it operates 365/24/7). Tanium must continue to focus on evolving our global support programs to grow business and deliver value to our customers and partners. This role will build the Global Center of Excellence team under the guidance of the Director, Support Center and be instrumental to its long-term success. You will hit the ground running by hiring the team, onboarding them, partnering with various groups within the organization to enable them, and very crucially establishing a strong culture that team members can thrive within. </p> <p>You will focus on delivering value to Tanium Emerging Enterprises customers globally, across all industry verticals that Tanium services, by simplifying and streamlining service and support delivery. You will be part of a global, Support Center management team.  The Tanium Support Center is responsible for resolving technical issues and answering technical questions from customers in a timely manner. With a primary focus on customer satisfaction, Net Promoter Score, and world-class customer experience, the Head of Global Center of Excellence ensures the team is continually working to improve the overall experience of our customers when using Tanium. This position will report to a Director in the Global Support Center. </p> <p><strong>What You’ll Do:</strong></p> <ul> <li>Manage and lead your team within the Tanium Support Center by:  <ul> <li>Coaching Support Managers and Support Technical Account Managers to ensure the Support Center is delivering effective, timely, and professional customer support </li> <li>This role will also serve as the leader of a new global technology hub providing 24x7x365 support for Tanium customers </li> <li>Managing team performance with a focus on goal-centric performance management </li> <li>Collaborate with business peers and Support Center Management to drive consistent global customer experience during their Tanium journey. </li> </ul> </li> </ul> <ul> <li>Improve customer experience by:  <ul> <li>Monitoring appropriate customer focused metrics and adjusting as needed to ensure organizational goals are being met </li> <li>Working with management in Sales, Support, and Product teams to ensure the voice of the customer is heard within Tanium. </li> <li>Continually learning from reactive support issues and taking proactive action to deflect such cases in the future </li> <li>Engaging with customers to understand how the Tanium Support Center can achieve the highest levels of customer satisfaction possible. Using reactive methods like customer escalations to meet customer management and grow the relationship organically to ensure the optimum customer satisfaction is being met </li> <li>Managing to Tanium Service Level Objectives, key performance indicators, and other applicable metrics required to achieve high levels of customer satisfaction </li> </ul> </li> </ul> <ul> <li>Robust business planning by:  <ul> <li>Working with other organizations on the prioritization and development of new tools, processes, and capabilities which increase the efficiency, accuracy, and quality of the support delivered by the Tanium Support Center </li> <li>Achieving the desired organizational financial margin by managing cost effectively and efficiently </li> <li>Understanding team capacity/utilization and cost of support to make decisions </li> </ul> </li> </ul> <p><strong>We’re Looking For:</strong></p> <p><strong>Education</strong></p> <ul> <li>BS degree in Computer Science, MIS, or similar experience required </li> <li>MBA or MS degree a plus </li> </ul> <p><strong>Experience and Skills</strong></p> <p><strong>Must Haves:</strong></p> <ul> <li>10+ years of experience as a manager or manager of managers in a software support organization. </li> <li><strong>Good Judgement</strong>; is self-governed and takes a consistent approach to prioritize and weigh cost and value in order to determine the action most appropriately aligned with Tanium’s values and our mission. </li> <li><strong>Influencing</strong>; demonstrates strong and consistent influence skills, working effectively with their team and customers to present logical and compelling arguments to enhance innovation and efficiencies. </li> <li><strong>Communication</strong>; has mastered executive communication, demonstrates emotional intelligence and patience in all forms of communication. Anticipates blockers and communicates appropriately before requiring escalation. Constantly analyzes whether tasks are the highest priority and best use of time. Redirects erroneous requests to re-focus on tasks that will accomplish the key business objectives. </li> <li><strong>Strategic Thinking</strong>; understands the broader corporate initiatives and how they apply to their organiza