The Role 

The Director of Enterprise Support is a strategic owner of our enterprise support offering that delivers against Enterprise customers technical needs. This leader will develop a team of technical product experts that partner deeply with Account teams and professional services across the lifecycle of designated accounts. This leader is a builder - of teams, of differentiated value and critical partnerships across Outreach and within customer accounts. 

As your team of Technical Account Managers (TAMs) own all aspects of a customer’s post sale technical needs (from troubleshooting, enhancement requests, bugs, campaign or initiative readiness), you are able to recognize patterns, elevate product needs, identify process improvements, establish training to develop a best in class team and partner across Services and Success to position additional training or services as needed. This position is based and located in Atlanta, Georgia.

Your Daily Adventures Will Include

•  Partnering across Outreach to ensure the positioning of and Engagement with the TAMs and the TAMs engagement with Enterprise accounts is clear, valuable and differentiated
• Collaborating with Sales to position offering and otherwise participate in prospect calls
• Acting as point of escalation and support for TAMs and their designated accounts
• Partnering with Operations to ensure the team has the training, tools and communication vehicles to surpass customer expectations
• Collaborating with Services on account handoffs and re-engagements
• Partnering with the Account team on technical support questions, preparation for EBRs or other Executive / Customer meetings
• Creating staffing solutions for enterprise 24x5 global support organization
• Providing oversight & direction of processes and activities, including evaluation, prioritization, work status, service goal reporting, and SLA monitoring
• Ensuring a connected, motivated and performance driven team who understand their mission and the importance of what they do daily and how to do it. 
• Manage escalations and be available at off work hours as needed
• Create a fun working environment for the team

Basic Qualifications

• 5-8+ years managing fast-paced, high-volume, customer service teams supporting a technical software product
• Experience with Enterprise customers in a SAAS business 
• Excellent decision making and problem-solving capability in a very fast-paced environment
• Excellent communication skills, both written and verbal, as well as excellent organizational skills
• Effective interdepartmental communication skills
• Lead by example to provide a fun, engaged work environment
• Ability to grow, coach, and mentor employees
• Technical acumen
• And the ability to manage up, across and down the organization

Preferred Qualifications

• Knowledge and understanding of Sales as a discipline Knowledge of Salesforce and other sales solutions Knowledge of support ticketing system Aptitude and passion for technology and software products/platforms
• Bachelor Degree and/or equivalent, professional training, and/or certifications; other leadership training ideal

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status