Workday Integration – PRISM Technical Analyst
Zoox
Sr Director, Technical Support, Cloud
Content Conspiracy
full-time
Posted on:
Location: Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $155,454 - $194,318 per year
Job Level
Senior
Tech Stack
CloudCyber Security
About the role
- Develop and execute the overall cloud support strategy, aligned with the company's business goals and customer needs.
- Lead and manage the AMER Cloud Technical Support team, fostering collaboration, professional growth, and excellence in customer service.
- Define and implement support processes, policies, and metrics to ensure prompt and effective resolution of customer issues.
- Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness and customer satisfaction.
- Drive the adoption and utilization of support tools, technologies, and systems to enhance support productivity and enable data-driven decision-making.
- Collaborate with cross-functional teams, including Success, Product Management, Cloud Engineering, and Quality Assurance, to identify and address product-related issues and improve product reliability and usability.
- Develop and deliver customer support training programs to enhance the skills and knowledge of support team members.
- Foster a customer-centric culture within the support organization, promoting a proactive and empathetic approach to customer interactions.
- Deploy operational improvements leveraging automation, AI, and Process standardization
- Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for critical issues.
- Monitor and analyze support metrics and customer feedback, providing insights and recommendations to executive leadership to drive continuous improvement.
- Manage and allocate resources effectively to meet business objectives, including staffing, budgeting, and project prioritization.
- Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
Requirements
- Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field or similar experience.
- Extensive experience in a senior leadership role in Customer Support or Technical Support within the technology industry.
- Proven track record in leading and managing a high-performing Customer Support team.
- Experience across SaaS, Managed Services, FedRAMP, IL4/5.
