Director, Client Services SafeNet Inc.
LocationBelcamp, MD, US
Organization NameTechnical Support
At SafeNet, we employ the brightest and smartest people in the world. With more than 50 offices worldwide and 1,600 employees, we know the importance of acquiring the very best talent to make our company succeed. No matter what the job is ? technical writer, software engineer or a customer service representative ? we're always looking for our future leaders. Our number one goal is to staff our company with highly motivated employees that are eager to put their fingerprints throughout SafeNet and help drive us to continued successes. So if you're ready to be part of something special, we're ready and waiting. SafeNet, get inside.
The Director of Client Services will act as a focal point for all customers in the region. The primary mission of Client Services is technical support, with the responsibility to effectively troubleshoot and isolate root causes stemming from; our technology as used in highly complex customer environments. The role calls for a senior leader who is able to create an effective structure and organization to enhance the customer experience. This leader will directly oversee Tier 1, Tier 2, and Tier 3 technical support teams. A successful candidate will be adept in influence management in order be a successful liaison between Sales leadership and SafeNet?s Client Services organization as well as SafeNet?s global R&D, Order Management, Product Management, and Operations organizations. In addition to ?in region? responsibilities, he/she is expected to be a representative for the region within corporate, and to provide a clear vision and expertise in Technical Support.
A successful candidate will be able to work effectively with internal stakeholders and vendors to ensure that issues are properly escalated and addressed, while maintaining clear status and communication to all relevant parties
Bachelor's degree required; advanced degree highly desirable
15 years relevant experience with in industry as well as prior experience working in and with global companies.
Excellent management skills (including remote management) with the ability to effectively direct the team's performance.
Excellent time management, communication, decision-making, human relations, presentation and organizational skills.
Strong motivator and influencer of team behavior
Strong relationship builder with both internal and external constituents
Ability to learn and integrate new technologies in a fast-paced environment.
Industry knowledge and awareness on best practices in technical support.
Essential Duties & Responsibilities include, but are not limited to the following:
Act as a focal point for all technical support issues in the region as well as representing the interests of SafeNet?s customers to the internal organization. This requires liaising with SafeNet stakeholders in Sales, Professional Services, Product Management, Technical Support, Operations, and R&D to insure appropriate focus on the key accounts and opportunities in the region.
Direct ownership for Tier 1, Tier 2, and Tier 3 technical support incidents, ensuring that customers receive support which is consistent with SafeNet values and SLAs. For Tier 1, this involves solution triage and developing the ability for the Tier 1 team to solve issues using our Knowledge Base. For Tier 2, it involves providing sufficient training, process, and infrastructure to insure that more complex issues are solved where possible and quickly escalated to a Tier 3 subject matter expert where not possible.
Work with SafeNet?s R&D organizations to ensure the most complex issues are handed over in a timely manner and in accord with defined processes.
Manage strategic aspects of technical support. These aspects include making sure support teams address correct priorities, are operating efficiently, sharing knowledge and people as appropriate, are providing in-feeds to other groups and receiving inputs and training on new products consistently.
Serve as the escalation point in the region for customer issues, and drive timely resolution of issues in a manner that best serves SafeNet interests.
Recruiting and training of new personnel.
Leadership responsibilities include personnel management, providing technical and career guidance, performance evaluations, individual nurturing, etc.
Independently manage time and prioritize tasks to achieve results within cost and schedule constraints.
Represents company interests to insure that each SafeNet employee, irrespective of their manager, is presented with a consistent company image.
SafeNet continually strives to offer employees a strong benefit package with access to some of the best plan options available. As a result, our benefit package covers a broad spectrum of options for our employees. In addition, we also offer competitive salaries and telecommuting opportunities for some positions.
SafeNet is an Equal Opportunity Employer committed to hiring and retaining a diverse workforce while maintaining an alcohol and drug-free workplace. U.S. Citizenship is required for most positions.
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