Jobs and Careers

Sr. Manager, Global Advanced Support Services

United States, United Statesfull_timeVerifiedPosted 17 Sept 2025

About the role

Who We Are We envision a world where every cyber asset is seen, secure, and compliant. Forescout Technologies, Inc., a global cybersecurity leader, continuously identifies, protects, and helps ensure the compliance of all managed and unmanaged cyber assets – IT, IoT, IoMT, and OT. For more than 20 years, Fortune 100 organizations and government agencies have trusted Forescout to provide vendor-agnostic, automated cybersecurity at scale.

What You Will DoForescout has an excellent opportunity for a strategic and business-focused Senior Manager of Global Advanced Support Services to join our high-energy, multi-cultural, world-changing team. Reporting directly to the VP of Global Services, the Forescout Senior Manager of Global Advanced Support Services will ensure that the Professional Services Engineers (PSEs) and Technical Account Managers (TAMs) are fully supported, enabled and scheduled. The Senior Manager will work closely with his/her peers across the Global Services team to ensure a smooth-running customer experience. You’ll drive the delivery of a new Global Services product that currently supports hundreds of customers today. This Services product will eventually be rolled out to all Forescout customers which is in the thousands. You will be constantly looking for opportunities to improve our processes and methodologies to better serve our customers. In this role you will:

Ensure the operational excellence of the Global Support Services and Technical Account Management functions and teams
Maintain a strong sense of urgency and full ownership of our customers’ experience while executing within a complex, matrixed structure, including oversight of work performed by indirect resources
Establish and scale a high-performing leadership team, enabling direct reports to manage critical functions, drive operational excellence, and foster team development.
Establish, implement, and enforce best practices, quality standards, and ongoing improvement processes
Ensure the delivery of high-quality services, communications and documentation that meets or exceeds customer expectations
Lead continuous improvement initiatives focused on enhancing customer experience, increasing customer retention, and improving operational efficiency
Effectively manage and resolve customer escalations promptly and in collaboration with both the customers and Forescout internal stakeholders
Analyze critical performance metrics and regularly report on team outcomes, customer value realization, case trends, CSAT, and related indicators while also defining new ones
Recruit, develop, and mentor a high-performing global team
Set clear performance goals and conduct regular performance reviews
Monitor and manage progress toward company targets for team utilization, revenue, and profitability; balance team workload and capacity according to customer and business priorities
Forecast future capacity requirements and prepare compelling business cases for necessary investments
Contribute to the development of the global Services strategy in alignment with overall company and organizational objectives

What You Will BringWe encourage you to apply if you meet most but not all the desired skills and experience listed in this job posting. We value competencies, aptitude, and a great attitude as supplement to experience.

Bachelor’s in business or related field
8+ years of experience in a Professional Services and/or Support/Technical Account management position in a high-technology software industry
Comprehensive knowledge of Professional Services and/or Support processes and methodologies, including the ability to accurately interpret and make business decisions based on KPIs and metric
Experience building a high impact, global, customer facing team
Skilled in building and maintaining strong customer relationships and resolving their escalations effectively
Exceptional leadership, presentation, communication, and interpersonal skills.
Ability to collaborate and effectively communicate within a highly matrixed, global, cross-functional organization, including