Sr. Director of Technical Support & Community

Redwood City, CA | Professional Services

Job Description

We are a Customer Success driven organization with the world-changing mission of “No More Boring Software.”  This is a once in a career opportunity to not only create a completely new category, but also help transform how businesses approach engaging their employees and consumers.  To achieve this, we work tirelessly to ensure that all our customers achieve maximum success with our platform, realizing the incredible company and brand benefits of a more engaged workplace, community, and website.

As the leader of our Technical Support and Community team within the customer success organization, your role is critical to the success and evangelism of our platform.  A stellar Technical Support Team and Customer Community will help improve our customer’s development experience, increase adoption of new features and approach to development, and influence deeper program integration resulting in customer retention, growth and advocacy.  You will lead a highly technical team of Technical Support Engineers and Technical Account Managers, focused on helping our customers maximize the value of their investment and achieve success with our platform.  This is a huge opportunity to guide our Technical Support and Community team through the next wave of growth.  We are looking for a strategic leader that not only understands how to build and scale a global support organization but also innovates on traditional support delivery methods, leveraging the Badgeville platform to drive adoption, satisfaction, and development success.

 

Key Responsibilities:

  • Guide the Technical Support team in delivering timely and appropriate responses to all support inquiries, with a high degree of empathy and business understanding
  • Partner with Product & Engineering, Account Management, and Services Teams in managing critical escalations
  • Design, develop, and implement processes, systems, and technology to support and enhance the Technical Support operations including ticket workflow and incident management
  • Develop and implement practices that measure the quality and effectiveness of support responses
  • Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations
  • Oversee the strategy and execution of new features and innovative programs that engage and grow Badgeville’s customer community
  • Provide the organization with feedback on our products, services, and processes and lead/participate in key initiatives that drive continuous improvement
  • Analyze support and community trends, preparing insightful, actionable reports to department leaders and executives

Leadership and Coaching

  • Fosters a trust-based environment, open communication, creative thinking, and cohesive team effort
  • Provides the team with a vision of department goals, projects, and initiatives
  • Motivates and inspires;  coaches and develops team members
  • Leads by setting a good example – the Sr. Director of Technical Support and Community is a role model for all personnel, with their actions consistent with their words
  • Facilitates problem solving and collaboration with all departments; helps resolve conflict
  • Ensures that team members have the necessary resources and training to conduct their jobs
  • Recognizes and celebrates team and team member accomplishments and exceptional performance; participates in employee reviews
  • Provides thought leadership in supporting the needs of all Badgeville Clients – is an advocate for team structure, resources, and product enhancements that will enable us to better serve and retain our client base

Aligning the Team

  • Familiarizes the team with internal and external customer needs, team metrics and goals performance standards, as well as policies and procedures
  • Assures the team meets/exceeds all SLA’s; effectively works with team members in reaching team and individual goals
  • Initiates sub-groups or cross-functional sub-teams as appropriate to resolve issues – works collaboratively to identify process and/or workflow improvement

Communication and Direction

  • Provides status report of all team activities. Creates and maintains Dashboards and Reports in Salesforce.com
  • Keeps management informed of team goals and metrics, issues, and status on all projects
  • Serves as a focal point to communicate and resolve issues with other teams (Engineering, QA, Product, Marketing, Services, and Account Management)
  • Provides guidance to the team based on management direction

Requirements:

  • 10 years of experience in the software industry - preferably SaaS - with a minimum of 3 years in technical support management, including people management
  • Proven track record of accomplishment and effectiveness in the development and management of remote support groups, international support groups, and 24x7 support operations
  • A proven leader who knows how to motivate, coach and grow employees to maximize their potential as well as delegate and drive individual and team accountability
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
  • BS in Computer Science, Computer Engineering, or demonstrated experience/skills commensurate with a technical degree, MBA a significant plus
  • Experience in both small and large companies is highly desirable
  • Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
  • Familiarity with CRM or incident tracking
  • Track record of innovation in leveraging new processes and/or technology in scaling support operations
  • Ability to professionally and eloquently present business issues and champion opportunities to an internal and external executive audience

Attributes:

  • Customer Success mindset:  demonstrates a passion for our customers’  business goals and helps foster this value across the organization
  • Exceptional communications, leadership and interpersonal skills
  • Strong initiative and positive attitude
  • Highly creative:  constantly thinks of new approaches to solving old problems
  • Resourceful, collaborative, and creative in approach to solving issues
  • Tenacious and driven, with the desire to succeed both individually as well as a team
  • Ability to learn quickly and adapt to change
About Badgeville
 
Badgeville is the #1 provider of gamification solutions for world-class businesses. Its award-winning product, The Behavior Platform, enables companies in virtually every industry to influence and measure user behavior. Badgeville delivers its SaaS offering to more than 250 world-class companies, including Samsung, American Express, Deloitte, EMC, Universal Music, Oracle, Technologies, Bell Media, NBC, Microsoft and HSN. Founded in 2010, The Company based in Redwood City, California and has offices in New York and Europe. Badgeville is the largest provider in the gamification market, amassed $40 million in funding from the leading venture capital firms including Norwest ventures, InterWest, El Dorado, and Trinity Ventures. We are experiencing record growth, and looking for someone who can adapt quickly to an exciting, and fast-paced work environment. Follow @Badgeville to learn more.
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