Sr Director, Americas Technical Support

About NetApp

 

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

About Technical Support at NetApp:

NetApp’s worldwide Technical Support team is a global network of NetApp employees and partners. Our singular mission is to ensure we deliver predictable and consistently high-quality customer experience at every touch point and customer success. We work with our customers to provide post-sales technical support both remote and on-site field support, build relationships, learn about their businesses, and drive value-based results. 

 

About The Position:

NetApp is looking for a highly effective enterprise support services leader to become the Sr. Director of AMERICAS Region. She/he will be joining the global technical support leadership team and will be reporting to VP Worldwide Customer Support Delivery. As the AMERICAS Technical support leader, this role will have responsibility for leading the USA Technical Support Centers (TSC) and support teams. The Sr. Director will have the ability to marshal all resources to address any customer satisfaction, and support issues within their region, resulting in clear accountability, consistent support service, and one face to the customer.

 

This role also carries the lead responsibility for orchestrating Customer Satisfaction through alignment with sales and pre-sales teams, professional services, and wider NetApp teams — all of which are critical to the company’s short and long-term success.

 

As a Sr. Director of Technical Support, you will utilize strong management and technical competencies to understand regional customer needs, set objectives and develop strategies for delivering high quality customer experience. You will be responsible for translating world-wide technical support strategies to regional execution plan, setting department goals, and responsible for effective execution for ensuring successful achievement of organizational goals.

 

This opportunity can be located in Research Triangle Park (RTP), NC, or Wichita, KS.

Additional Information:

Ideal experience includes:
•    Broad-based enterprise technical support professional with 15+ years of experience leading a support services organization with cross geographic international customer base
•    Proven track record of developing, growing, and managing support services and customer success organization. 
•    Ability to build an operating model with tools, processes, and people to drive a scaled model for customer success.
•    Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM, Knowledge Centered Support (KCS) 
•    Ability to build deep relationships with executives across all AMERICAS Geography, and beyond
•    Demonstrated success in building support services, Customer Engagement, and Partner Engagement function
•    Proven track record working with Product Management and product engineering to deliver improved product supportability and improved customer experience
•    A strong understanding of Hybrid Cloud technology and experience in Cloud Software support is desirable.
•    Proven experience in building and leading a global or AMERICAS regional large support delivery organization 
•    Excellent knowledge of product lifecycle, tools, processes, and operations planning.
•    Track record of successfully collaborating with sales teams
•    Demonstrated ability to manage multiple, critical projects is required.
•    Must be open to 20-30% regional/global travel with close alignment with customer base in North America

Job Requirements

•    This position oversees a major segment of work within a broad functional area for geographical areas like the North America Region (USA, Canada, Latin America) 
•    The focus of this role is on translating functional strategies into operational plans and priorities. Work collaboratively with other senior managers to establish plans and objectives.
•    Develop budgets/AOP for approval and manage to approved budget
•    Create a predictable and consistent high-quality customer experience by developing and scaling methodologies and best practices.
•    Utilize experti