EMEA Customer Support Director

5 days ago

Ireland Vectra Full time
About the Role

Our customers keep raving about our way to support them Don't take our word for it, and go check the Gartner customer reviews and see for yourself. At Vectra, we love to solve hard problems and embrace people who relish that. If you are different from the norm, excel in your field, keep challenging the status quo and care about building great customer experiences and love to collaborate with the wider global organisation, this role is a fit. The Director for EMEA will develop the dynamics that shape the global support organisation. Joining now offers future career opportunities in a fast-moving environment.

At A Glance

The Director EMEA promotes a customer-first support culture that goes above and beyond what the customer expects to ensure that every customer’s engagement is exceptional and leads all aspects of team leadership of Support Engineers across EMEA by establishing clear expectations and coaching employees to achieve the Support department’s mission, while monitoring team performance, including customer satisfaction, ticket resolution and ticket trends.

  • Help scale and optimise the team for growth, identifying and promoting opportunities to maximise customer satisfaction through product improvements, training, tooling, online support, and self-service. Collaborate with counterparts in various departments across e.g. Engineering, Customer Success, Sales, executive level business partners, and cross-organisational team.
  • Collaborate closely with senior leadership to define and implement support strategies towards improving CSAT, productivity, and customer retention.
  • Handle support coverage and team capacity.
  • Define processes, systems, and tools that continuously drive scale and improve performance
  • Report key indicators to senior management, assess metrics and take appropriate actions to continue to enhance Customer Support results
  • Define goals, processes, and business Critical metrics to align performance of the Support team to business outcomes
  • Team up with leaders across Sales, Customer Success, Security Engineering, Professional Services, Engineering, and Product Management to deliver Customer Support insights, and identify and action areas of operational improvement
  • Manage end to end Customer critical escalations and resolution
  • Provide regular coaching and mentoring of direct and indirect reports to help achieve career development aspirations
  • Establish a quality review process to measure and ensure adherence and compliance in quality of service and contractual obligations
  • Be a customer advocate within the company at all levels
What Will Impress Us

You have a successful track record of leadership roles in global vendor-support environments; well versed and comfortable in being a hands-on manager who leads and defines pivotal initiatives.

  • 10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company
  • Experience in leading, building, mentoring and developing technical support teams.
  • Bringing passion for customer experience and customer satisfaction
  • Developing, implementing and ensuring Standard Operating Procedures for standard and premium support programs
  • Experience establishing and driving high standards for Service Level attainment in Support Operations
  • Extensive customer support background in a global vendor servicing international customers
  • Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields
  • Saleforce.com Service Cloud experience for case management, analytics and reporting

Sounds like this could be a match? We are looking forward to receiving your application

#J-18808-Ljbffr

  • Director, Technical Services

    3 weeks ago

    Ireland Innovations Building Services LLC Full time

    The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are...

  • EMEA Sales Operations Leader

    2 weeks ago

    Ireland ServiceNow Full time

    Company Description At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • People Performance Partner

    4 weeks ago

    Ireland Toast Full time

    Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. Reporting to the Senior Director of People Success (EMEA), the People Performance Partner will coach front-line leaders across multiple business units. This role will be key in driving the...

  • Director, Technical Services Dublin

    4 weeks ago

    Ireland MongoDB Full time

    The worldwide data management software market is massive. According to IDC, the worldwide database software market was forecasted to be approximately $82 billion in 2023, growing to approximately $137 billion in 2027, representing a 14% compound annual growth rate. At MongoDB, we are transforming industries and empowering developers to build amazing apps...

  • Sales Director Cloud

    2 months ago

    Ireland Arrow Electronics, Inc. Full time

    Position:Sales Director Cloud & CCM VMware by Broadcom GroupJob Description:Are you looking for a fantastic career opportunity? Arrow Electronics, a Fortune 109 company, and a global technology leader, is looking for Sales Director Cloud & CCM VMware by Broadcom Group for our Ireland branch who is passionate about being on the forefront of leading-edge...

  • EMEA Technical

    1 month ago

    Ireland Cushman & Wakefield Full time

    Job Title EMEA Technical Operations Manager Job Description Summary Job Description Technical Operations Manager – EMEA Location – Dublin We have a great opportunity for a Technical Operations Manager to join one of large accounts based in Dublin. This role will see you provide technical leadership to the FM Operations team to deliver strong...

  • Sales Director Cloud

    2 months ago

    Ireland Arrow Electronics Full time

    Position: Sales Director Cloud & CCM VMware by Broadcom Group Job Description: Are you looking for a fantastic career opportunity? Arrow Electronics, a Fortune 109 company, and a global technology leader, is looking for Sales Director Cloud & CCM VMware by Broadcom Group for our Ireland branch who is passionate about being on the forefront of...

  • Sales Director Cloud

    2 months ago

    Ireland Arrow Electronics Full time

    Position:Sales Director Cloud & CCM VMware by Broadcom GroupJob Description:Are you looking for a fantastic career opportunity? Arrow Electronics, a Fortune 109 company, and a global technology leader, is looking for Sales Director Cloud & CCM VMware by Broadcom Group for our Ireland branch who is passionate about being on the forefront of leading-edge...

  • EMEA Payroll Specialist

    3 weeks ago

    Ireland MATRIX Recruitment Group Full time

    What You Need to Know: Matrix Recruitment is currently seeking an experienced EMEA Payroll Specialist to join our client, a global finance company, based in Limerick. This position reports into the International Payroll Manager. In this position, you will play a key role in managing payroll processes across multiple EMEA locations, overseeing payroll...

  • Customer Operations Specialist

    1 month ago

    Ireland iuvo BioScience, llc. Full time

    This is what you will do: This role will be responsible for all aspects of the ERP (SAP) Patient Supply by ensuring all customer demand is satisfied by efficiently processing sales orders, handling customers’ enquiries relating to sales orders, vial requests and product returns or exchanges. In addition, proactively monitor all electronic order/invoicing...

  • Customer Support Specialist

    2 days ago

    Ireland CPL Healthcare Full time

    CUSTOMER SUPPORT SPECIALIST My client, an Irish owned business that has developed into one of Europe’s leading industrial distribution companies supplying over 100,000 products to customers globally, is looking to hire a Customer Support Specialist to join their customer service team in Galway City. RESPONSIBILITIES: Build and maintain strong...

  • EMEA Sales Account Manager

    5 days ago

    Ireland CAE Inc Full time

    EMEA Sales Account Manager – Resourcing Services About This Role Are you looking for a work environment where you can innovate, reach greater heights and collaborate with experts from a wide range of sectors? You want to join a world-class company and industry leader with projects to which you would be proud to contribute? Come share your passion with...

  • Construction Procurement Specialist

    1 month ago

    Ireland Amazon Full time

    Construction Procurement Specialist, EMEA Procurement Category Manager Job ID: 2718744 | Amazon Data Services Ireland Limited Amazon Web Services (AWS) is a dynamic, growing business unit within Amazon.com that provides a broad set of infrastructure services including computing power, storage options, networking and databases available on demand. We are...

  • EMEA Business Development Manager

    2 months ago

    Ireland Arrow Electronics Full time

    Position:EMEA Business Development Manager - MainframeJob Description:At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install and maintain customer’s software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, network...

  • EMEA Business Development Manager

    2 months ago

    Ireland Arrow Electronics Full time

    Position: EMEA Business Development Manager - Mainframe Job Description: At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install and maintain customer's software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures,...

  • Bilingual (French) Implementation Training Specialist, EMEA

    2 weeks ago

    Ireland Keeper Security, Inc. Full time

    Keeper is hiring a motivated and passionate Bilingual (French) Implementation Training Specialist to join an expanding team within our B2B Support, EMEA division. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living...

  • EMEA Marketing Strategy and Analytics Manager

    1 month ago

    Ireland Zendesk International Ltd (Ireland) Full time

    EMEA Marketing Strategy and Analytics Manager We are searching for an experienced and results-driven Marketing analyst to be a strategic thought partner to our regional Marketing leadership. The ideal candidate will be an expert at using data to drive GTM strategies, bringing a regional perspective to understand customer behavior, and measure marketing and...

  • Associate Director Carbon Management and Net Zero

    4 weeks ago

    Ireland Cohen Commercial Management LLC Full time

    Due to exceptional growth in demand for our services we are currently recruiting for an Associate Director with a track record of supporting businesses to develop and implement evidence-based and credible strategies towards net zero, to join our Carbon & ESG practice. We are seeing an increase in demand to identify and implement low carbon and net zero...

  • Director Supply Chain

    1 week ago

    Ireland Amgen SA Full time

    Director Supply Chain - Amgen Dun Laoghaire - Dublin The Director of Supply Chain will be responsible for leading the ADLSupply Chain function with accountability for site product planning, short term and finite scheduling, procurement, master data, capacity planning, internal and external warehousing. This role also has oversight of ADL’s Supply...

  • PS Support Engineer, Security Integrations Group

    4 weeks ago

    Ireland Amazon Full time

    PS Support Engineer, Security Integrations Group (SIG) Amazon Global Security Operations (GSO) is looking for a highly motivated, detail-oriented individual to provide application support, troubleshooting, and customer issue resolution for the GSO Security Integrations Group. This individual will work with other engineers to support Amazon Operations'...