What you get to do in this role:

• This is a senior leadership role within the Global Technical Support organization, reporting to the Group Vice President of Customer Support (based in the US), with primary responsibilities in the Asia Pacific & Japan region (APJ). These responsibilities include leading the Australia regulated market teams, the Japan & Korean Language Support teams, as well as geography specific responsibilities for the global Customer Support organization. These teams combined total over 70 employees and growing rapidly. Australia Regulated Market team:
• Provide leadership in line with organization values and company direction as it pertains to Australian regulated market sector.
• Support your team to ensure they are equipped and empowered to provide amazing customer service experience to our regulated market customers (government, etc.)
• Ensure we are following government and company laws and regulations.
• Due to the nature of work related to this position, the ideal 'Sr. Director, APJ Geo Support Leader' candidate will be able to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.
• Manage and Drive Key Business Metrics (KBMs) and Objectives and Key Results (OKRs): Lead the development, tracking, and reporting of KBMs and OKRs for your team, ensuring alignment with the organization's strategic goals. Collaborate with cross-functional teams to regularly monitor and report on progress to optimize performance and drive business outcomes.
• Japan & Korean Language Support:
• Providing leadership to our existing Japan language support team, as they provide world-class support in-line with the unique needs our Japanese customers.
• This team physically works in Japan (most from our Tokyo office), while our smaller Korean language support team is based in Sydney, Australia.
• This leader will ensure these teams are fully supported from a tooling/process perspective to support our Japanese customers 'in-language' wherever possible & will also ensure these teams are supported from a training/skills perspective.
• Manage and Drive Key Business Metrics (KBMs) and Objectives and Key Results (OKRs): Lead the development, tracking, and reporting of KBMs and OKRs for your team, ensuring alignment with the organization's strategic goals. Collaborate with cross-functional teams to regularly monitor and report on progress to optimize performance and drive business outcomes.
• Geography specific responsibilities include:
• Work as the general 'Support' liaison both inside the Support organization and outside.
• Inside the Support organization, this leader will ensure APJ-specific needs of support, across all support teams, are met including, but not limited to office/facilities needs, townhalls, helping organize team events, etc.
• Outside the Support organization this leader will be the primary point-of-contact to various go-to-market teams such as sales, professional services, customer success, etc.
• This leader will also serve as the region-specific escalation point for customer escalations that need senior leadership attention, but do not fit neatly into a specific Support SME team.
• As the primary decision-maker for the above areas of responsibility, you will lead these teams through situations offering strategic guidance and direction. This role will be a key member of the global Support leadership team and will represent their group(s) to ensure alignment with overarching organizational goals and objectives. Additional Key Leadership Responsibility: Strategic Planning and Leadership:
• Develop and execute a strategic vision for the Regulated Market & Language Support Teams aligned with the larger CSS organization & the company's global objectives.
• Foster a culture of excellence, collaboration, and continuous improvement within the global support organization.
• Team Management and Development:
• Lead, mentor, and inspire a team of specialized support professionals distributed across the APJ region.
• Set performance targets, monitor progress, and provide regular feedback and coaching to team members.
• Partner with our corporate Education/Training team to develop training programs and initiatives to enhance the skills and expertise of the technical support staff.
• Customer Satisfaction and Relationship Management:
• Ensure our teams are meeting or exceeding customer expectations for responsiveness, technical expertise, issue resolution, and general customer care.
• Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions.
• Process Improvement and Optimization:
• Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and effectiveness.
• Implement best practices and standards for knowledge sharing and collaboration within the global technical support organization.
• Drive initiatives to enhance the overall customer experience through continuous improvement and innovation.
• Resource Management and Capacity Planning:
• Manage resource allocation and staffing levels to ensure adequate coverage and support for the customers.
• Work closely with HR and talent acquisition teams to recruit, onboard, and retain top talent for the technical support organization.
• Represent your teams in annual capacity planning and resource forecasting to meet the evolving needs of the customer base.
• Performance Monitoring and Reporting:
• Establish, streamline and deliver on key performance indicators (KPIs), and service level agreements (SLAs) to monitor and measure the performance of support.
• Analyze data and metrics to identify trends, areas for improvement, and opportunities for enhancement.
• Continuous Learning and Industry Trends:
• Stay abreast of industry trends, emerging technologies, and best practices in SME support.
• Continuously assess and update support strategies and approaches to remain competitive and meet the evolving needs of the customers.

To be successful in this role you have:

• Over 15+ years of experience in Technical Support / Application Support, with a minimum of 7 years in leadership roles.
• Proven leadership and experience managing large Application Support Teams.
• Outstanding communication and presentation aptitude, capable of influencing and fostering consensus among diverse teams and stakeholders.
• Excellent problem-solving skills and a comprehensive understanding of various technologies.
• Deep understanding of enterprise software products and services, encompassing cloud-based platforms, SaaS, and PaaS.
• Exceptional talent development and leadership capabilities, with the capacity to oversee dispersed or virtual teams.
• Robust technical acumen, enabling close collaboration with top-tier engineering partners to develop strategies, address intricate system interdependencies, and construct robust and scalable solutions for both internal and customer-facing applications.
• Proven experience thriving in fast-paced, dynamic environments, showcasing adaptability to rapid change.
• Skilled transformational leader in planning and execution.
• Open to candidates both in Sydney and Tokyo. This is an in-office 2 day/wk position

JV20

Not sure if you meet every qualification? We still encourage you to apply We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate

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