Director, Technical Success

About the team:

At Quickbase, we believe exceptional employees are not only the key to our success, but also to our customers' success. Our teams are diverse, nimble, and highly empowered to drive Technical Support excellence. Each team owns its commitments and outcomes. Our employees enjoy challenges, learn fast, and strive to do their best and highest value work. 

In this role, You will:

• Drive process automation and systems optimization on a modern Technical Support technical stack.
• Lead a growing team of 30+ Technical Support reps and 3 Managers covering 24/7 Support
• Continue to achieve and improve upon the award-winning Quickbase Technical Support team results, including NPS/CSAT of 85+, response and resolution times (a core differentiator for Quickbase)
• Partner with other departments where necessary to ensure proper training & enablement on all new product functionality
• Assure timeliness and quality of all customer interactions
• Monitor case volume and level of difficulty to inform capacity, training, and performance of team
• Create and modify day-to-day procedures for the Technical Support team
• Handle customer escalations as required
• Iterate and improve standard operating procedures, tiering structure, career pathing for Technical Support team
• Complete weekly administrative tasks including approval timecards, PTO, and sick time to ensure appropriate resourcing
• Regular reporting and analysis of cases to inform Technical Support, Product and Engineering company roadmap/decisions
• Engage and strategize with all departments within Quickbase to provide the best customer experience possible
• Play a leadership role of overall Customer Success organization as a member of the Customer Success leadership team, reporting to the Chief Customer Success Officer

Ideally, You will have:

• 7-10+ years of relevant experience in a leadership role of multi-national support team
• Good understanding of technical issues and opportunities related to modern cloud infrastructure and operations
• Strong leadership skills in managing a team of 30+ individuals and providing the motivation, coaching, and development to grow your team's careers
• Ability to build diverse and inclusive teams that deliver results
• Demonstrable experience building high trust, high performance teams
• Ability to create and execute a strategy to grow the Quickbase support team including international expansion to low-cost region to support 24/7, more stringent SLAs (Service level agreements) for enterprise customers and support new enablement services being rolled out in 2021
• Ability to lead change and be comfortable with ambiguity
• Excellent written and verbal communications skills; ability to communicate with impact and motivate a team toward strategic targets
• Proficient in using software programs and technology, including Splunk, HipChat, Slack, Microsoft Office, Quickbase (a bonus)
• Strong technical background with comprehensive experience using enterprise software, e.g. Zendesk, SAP, SF.com, Netsuite, Oracle, ServiceNow
• Technical degree or extensive technical experience building and using software