Program Director, Support Operations

Job ID
2018-4129
Category
Customer Service/Support - Technical Support
US-CA-Dublin

Overview

CallidusCloud is the global leader in cloud-based sales, marketing and learning solutions. CallidusCloud enables organizations to accelerate and maximize their lead to money process with a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote, and streamline sales compensation — driving bigger deals, faster. Over 5,800 leading organizations, across all industries, rely on CallidusCloud to optimize the lead to money process to close more deals for more money in record time.

 

To help support our Global growth, CallidusCloud is seeking a Program Director, Support Operations to join our Support Operations team at our headquarters in Dublin, CA.

 

The Support Operations Program Director is responsible for enabling the Customer Support organization to successfully support new products/releases and technology solutions. The successful candidate would oversee the coordination and administration of all aspects of the Support Operations technology introduction programs including planning, organizing, staffing, leading, and controlling program activities

Responsibilities

  • Work closely with Callidus technology teams (Product Development, Professional Services, CloudOps, etc.) and 3rd-Party Implementation Partners to stay abreast of their product/project roadmap and execution plan. 
  • Generate Support Ops programs designed to incorporate the Support Team requirements into the Callidus Teams’ and 3rd-Party Partners’ product and project development cycles. 
  • Formulate equivalent technology introduction plans to prepare the Callidus Support organization for supporting the customers utilizing the products and solutions.
  • Define Support staff development and training plan to keep pace with the Callidus product development, system platform, and technology solutions.
  • Engage with Support Leadership Team to stay current on team’s priorities and processes for applicability to the Support Operations programs.
  • Key contributor for meeting key Customer Support Team metrics (SLA, Customer Sat Score, etc.).
  • Drive team’s pursuit of excellence by supporting Customer Support goals and initiatives.

Qualifications

  • Bachelor or Master of Science in Computer Science, CIS, MIS, or STEM courses.
  • 5+ years of technical support and service management experience with at least 2 years in leadership or supervisory role. Experience in new product introduction or partner program management a big plus.
  • Experience working in software technology, with a good understanding of the process for inception and ongoing support of customers.
  • Solid inter-personal skills to build effective relationships with key teams and account stakeholders.
  • Excellent customer relationship and communication skills; written and verbal.
  • Excellent problem solving and listening skills.
  • Strong attention to detail, goal oriented, and self-motivated.

 

Callidus Software (d.b.a CallidusCloud)  is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color national origin, sex, age status as a protected veteran, or status as a qualified individual with disability.

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