Head of Global Support - Remote OK at AuditBoard

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Who We Are:

At AuditBoard we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to delight our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved auditing, risk, and compliance platform by our customers. This is how we have become one of the 100 fastest-growing tech companies in North America for the second year in a row as ranked by Deloitte!  


AuditBoard transforms how audit, risk, and compliance professionals manage today’s dynamic risk landscape with a modern, connected platform that engages the front lines, surfaces the risks that matter, and drives better strategic decision-making. More than 30% of the Fortune 500, including 6 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: AuditBoard is top-rated on G2.com and Gartner Peer Insights.


Why This Role is Exciting: 

You’ll be leading the transition from a North American technical support operation to a global services organization, and be responsible for the evolution of the team, tools, tech, service offerings & overall best practices.  You’ll wrap your arms around our incredibly loyal customer base (97% CSAT, +40s NPS, 98% GRR) and continue to strategically drive value for them.

LEADERSHIP

  • Grow/Evolve/Lead the build out of global Customer Support service delivery, providing both strategic and tactical management of team projects, staffing & expansion.
  • Create and execute project work streams that support the team, capacity growth, efficiencies, and process evolution.  Be adaptable and nimble to meet changing needs and requirements as they may arise.
  • Implement strategic plans with other business leaders to maintain strong relationships and alignment to expansion; including implementation, the sales team, client engagement managers and other business leaders in support of a rapidly-growing SaaS businesses.
  • Utilize appropriate data acquired from support tools - and other systems to drive maximum efficiency and responsiveness to customers.
  • Summarize status of operation, evolution & KPIs back to the business on a regular cadence.
  • Operate cross-functionally, specifically informing product innovation teams with summarized insights from customers. 
  • Work with DevOPS leaders to ensure growth and platform reliability requirements are met.
  • Drive operational rigor within the organization, while finding areas to streamline and optimize by taking the time to understand the “how”
  • Manage the global support applications tech stack and service enablement programs, including support portals, workforce management systems, diagnostic tools, support analytics and case quality.
  • Be a critical stakeholder in forecasting and budgeting for global technical support teams, systems, tools, & vendors…and track their actual performance against budget.
  • Lead a culture of continuous improvement and innovation as it relates to methods, tools, and best practices to support the rapid scalability of the global TS operation.

 

PEOPLE

  • Inspire the hearts and minds of our growing support team to aid development of their skill set, competency & careers.
  • Directly supervise and develop the global support leadership team, ensuring employee performance reviews, evaluations and career development discussions are conducted admirably and fairly.
  • Grow and mature the Global Support team with a culture of driving value for customers, measured through objective volume and performance data as well as NPS and CSAT scores.
  • Ensure the timely training of new staff, and help all employees to do their best work.
  • With transparency and intellectual honesty, foster our culture of diversity, inclusion and belonging (DIBs) that helps people bring their whole selves to work.

 

CUSTOMERS

  • Communicate effectively with customers to identify needs and evaluate alternative business solutions, continually seeking opportunities to increase customer satisfaction and drive value for them.
  • Be available for and resolve customer escalations quickly and ensure any key learnings feedback through the organization.
  • Drive results in alignment with business objectives; lead/facilitate internal meetings as well as customer meetings.

Attributes for a Successful Candidate:

  • BS or MS degree in a related field or equivalent experience is preferred
  • Previous experience Supporting a product that has an Agile and Continual model
  • At least 10 years of experience demonstrating management and leadership experience, preferably in a leadership role of professional services environment; Strong operational management, project management, consulting, technology and process improvement skills

Perks:

  • You’ll be launching a career at one of the fastest-growing SaaS companies in North America!
  • Unlimited PTO
  • Hybrid/Remote work environment
  • Lunch and snacks when you are in the office
  • LYBL! Live your best life! $200 a month to spend on anything that enhances your life.  
  • Celebrate your birthday with the day off
  • Charitable giving - get paid to volunteer for a day
  • All the traditional goodies….health, dental, vision, and holidays
  • Stock options
  • Bonus program
  • 401k to save for your future
  • Fun company and team outings!


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Technology we use

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An Insider's view of AuditBoard

What are some social events your company does?

AuditBoard has a culture committee that holds regular social events. Outdoor activities, charities, and happy hour are regularly planned. But also -- the Product team collaborates separately with Engineering, Design and QA to hold team events that are offsite and hilariously fun. Some examples are a trip to the mountains, escape rooms, and Knotts.

Mitch

Director of Product Management

What projects are you most excited about?

The two upcoming projects I'm most excited about are our Slack integration and the development of a public 3rd party developer API. With the release of both of these new initiatives, we'll be giving auditors and developers more powerful ways to interact with our platform.

Josh

Software Engineer

What makes someone successful on your team?

To be successful as a designer at AuditBoard, you need to be eager to learn and collaborate. Since our products focus on an industry that lacks great design, we love designers who can solve complex problems within a given system and be an advocate for the users.

Mac

Sr. Visual Designer

What unique initiatives do you have that encourage innovation?

We focus on the following to drive innovation:
- Engage and empower the entire team
- Hire for and build our culture around mentorship and letting the best ideas rise
- Intense focus on the customer and discovering/solving their problems

Hayes

Senior VP of Engineering

How do your team's ideas influence the company's direction?

As part of the Implementation Team, we hear directly from our customers what their needs are, what's working well and what could be improved. We understand their requirements and take that back to Engineering and/or Product to see what the best solution is. Customer feedback definitely plays a role in how we prioritize new releases and features.

Leann

Manager of Implementation

What are AuditBoard Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee, Women at AuditBoard and Allies
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
When we are back in the office, we provide free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Ping Pong. All-day, every day.
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Fitness Subsidies
Free gym membership
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available

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