Director of WW Customer Support & Operations DataDirect Networks
THIS JOB HAS EXPIRED Overview
DataDirect Networks (DDN.com) is a world leader in massively scalable storage. We are the leading provider of data storage and processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. DDN enables enterprises to extract value and deliver results from their information. Our customers include the world's leading online content and social networking providers, high performance cloud and grid computing, life sciences, media production organizations and security & intelligence organizations.
We are currently seeking a Director of WW Customer Support & Operations
As the Director of WW Customer Support & Operations with DDN, Inc., you will be providing leadership for a global team to provide technical support to customers in High Performance Computing (HPC), Life Sciences, Financial Services, Cloud-Contents, Media and Government.
Responsibilities for this role include but are not limited to:
? Responsible for WW Operations for Spares & Logistics, Support Renewal, Call Home, ERP, Enterprise Support Account Management (ESAM)
? Develop and drive strategy for the customer service organization
? Ensure implementation of best-practices
? Define reporting standards and performance management standards across the organization
? Conduct regular customer site visits
? Collects and utilizes competitive and industry trends and directions in the creation of customer service policies and procedures.
? Manage workforce planning strategy and plan
? Measure and maintain customer satisfaction
? Work closely with Customer Support Worldwide to develop effective strategic customer support plans that are consistent and supportive of the DDN?s goals and objectives
? Achieve win-win situations where customer demands and DDN?s needs may be at variance
? Influence various functions and harness resources to the benefit of the customer in highly complex environment.
? Gaining or restoring customer confidence in DDN up to the executive level in most difficult and highly emotive situations often arising from product failures that cannot easily or immediately be addressed.
? Participates in and with various industry and trade groups.
? Conducts on-going evaluation and implementation of emerging technologies.
? Gathers data to deliver Revenue Forecasts, Earnings Forecasts & Operational Margins.
? Coordinates with the DDN Education Center to assist with field and vendor training related issues.
? Works to maintain strategic partnerships with all functional groups within DDN including but not limited to engineering, manufacturing, sales, marketing, product management, logistics, training, and field service.
Qualifications for this role are:
? High-end IT Systems Customer Support minimum domain experience, prefer storage experience
? Knowledge of major disciplines in professional customer service business, system support
? Prefer someone who has turned around a support organization
? Customer Service process playbook; large company experience combined with small company experience
? Proven abilities in relationship building between organizations
? Prior technical experience in a similar field
? Experience with WW support organization is preferred
? Passion to take customer calls and fix the issue
? Bachelor's degree, preferably in Business, Management, or Engineering or equivalent functional experience
DDN Core Characteristics
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
Self Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.
DDN takes pride in developing and promoting talent as an Equal Employment Opportunity employer. all qualified applicant swill receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by law. By fostering a diverse business environment, DDN welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.
Thank you for your interest in joining DDN!
||Sunnyvale, CA |
THIS JOB HAS EXPIRED