• Define and execute a multi-year vision and roadmap for global customer support.
• Develop support strategies that improve customer retention, product adoption, and overall customer experience.
• Drive transformation initiatives leveraging AI, automation, self-service, and predictive support capabilities.
• Build scalable operating models that support company growth, acquisitions, and new product introductions.
Customer Experience & Advocacy
• Champion customer-centric decision-making across the organization.
• Establish programs to proactively identify customer risk, reduce friction, and improve business outcomes.
• Monitor and improve customer satisfaction metrics, including CSAT, NPS, retention, and support experience measures.
• Represent customer feedback and support trends for executive leadership and product teams.
• Establish differentiated support offerings aligned to customer segments and service levels. Global Support Operations
• Lead a worldwide 24x7 technical support organization utilizing follow-the-sun support models.
• Drive accountability for service level agreements, response times, resolution times, backlog management, and escalation handling.
• Establish operational frameworks, support processes, and governance mechanisms to ensure consistent service delivery globally.
• Optimize organizational structure, workforce planning, and capacity management.
• Manage support budgets while balancing customer experience and operational efficiency.
Technical Excellence & Innovation
• Drive adoption of AI, analytics, automation, and knowledge management capabilities to improve support outcomes.
• Ensure support teams maintain deep expertise in cybersecurity technologies, cloud services, integrations, and emerging threats.
• Establish proactive support capabilities using telemetry, monitoring, and predictive analytics.
• Lead continuous improvement initiatives focused on reducing customer effort and accelerating issue resolution. Cross-Functional Leadership
• Partner closely with Product Management, Engineering, Security Operations, Customer Success, and Professional Services to improve customer outcomes.
• Create closed-loop processes that translate customer issues, feature requests, and support data into product enhancements.
• Collaborate with Sales and Customer Success leadership on retention, expansion, renewals, and executive customer engagements. Talent & Organizational Development
• Recruit, develop, and retain world-class support leaders and technical talent. • Build leadership pipelines and succession plans for critical roles.
• Foster a high-performance culture focused on accountability, collaboration and inclusion.