Non-Techie Director, Worldwide Customer Support

Director of Worldwide Customer Support will be responsible for managing all aspects of the Customer Support organization.  Working for the VP of Engineering, this person will be responsible for managing the Customer Support teams located in Belmont, CA, Huntington, WV and Bangalore, India.  This person will interact directly with the sales teams to handle escalations for both pre-sales and post-sales.

At Actiance, you will:

• Handle support staff management
• Managing day to day operations and team utilization
• Provide guidance to the support staff
• Present weekly/monthly customer updates on open issues
• Produce internal reporting and weekly measurements
• Keep high level view of all open customer issues
• Building client relationships, addressing client escalations and managing client expectations
• Act as primary technical management contact / coordinate support resources for post-sales support inquires from the customers.
• Work open issues from the technical and management levels
• Escalation management of critical customer issues
• Coordinate with Engineering/Product Management on defect resolution and update timescales

In the past, you have:

• Prior experience supporting mission critical applications in complex networking environments
• Managed remote employees in different time zones
• Worked with and possess a technical understanding of Linux, Windows, SQL, MySQL, and Java applications.
• Have a proven passion for customersupport
• The ability to comfortably and confidently present to all levels of the customer or the Actiance organization

Qualification/Necessary Skills:

• Bachelors Degree, ideally in Computer Science or Engineering
• Minimum 7 years experience in working in a high-touch support group with a focus on enterprise customers
• Excellent interpersonal and team building skills
• Must have excellent written and verbal English communication skills
• Must be an independent problem solver that can make judgment decisions quickly
• Authorization to work in the US as we will not sponsor a work visa
• Ability to travel occasionally (<20%)