Senior Director, NA Customer Support

From Fivetran's founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We're proud that more organizations continue to leverage our technology every day to become truly data-driven.
About the Role
The mission for the Senior Director of NA Customer Support is to (a) drive the strategic direction of the region's support organization and (b) to accelerate the highest level of customer experience by providing industry leading support. This position is instrumental in establishing, operating, and improving our high-performance next-generation business operating system for engineering and support.
The Global Customer Support team is responsible for serving all customers, ranging from small startups to globally recognised enterprise brands. The Senior Director of NA Customer Support must have experience across all technical teams that interact with customers (pre & post) and be able to be the bridge between the technical and non-technical teams. The ideal candidate must have held at minimum, a director level software engineering/support management position before and is intimately familiar with the key metrics, processes, and responsibilities in engineering and support.
Prior experience in building customer success and support operations in the data replication industry is important, thus allowing the Senior Director of NA Customer Support to be the true voice of the customer and build strategies to enable the efficient turnaround of customer pain points within the region, focusing on best practices and developing a high quality culture within the team.
The optimal candidate will also have demonstrated strong individual and leadership skills in driving strategy sessions and outcomes, financial modeling, reporting, and has hands-on experience with annual and quarterly planning.
What You'll Do

• Coach and mentor other team members and managers
• Hire top talent
• Empower our Support team by setting them up for success based on their talents and career stage
• Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
• Optimize and adapt our support process to ensure we are always aligned with the needs of our customers and the business
• Closely align with other leaders in the organization and execute on OKR's (objectives and metrics) to measure the overall team's success
• Optimize and adapt our standard operating principles for the Support Team to ensure we maintain our KPIs
• Develop and execute on strategy for continuous improvement of our Support Team SLAs
• Manage the interactions between Support and Engineering on customer issues/feedback
• Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams
• Develop Automations & Self-Service that increases the speed to resolution for our customers and reduces friction and effort in the entire process
• Launch a region escalations team to help reduce friction across our NA customer base

Skills We're Looking For

• Experience in strategic collaboration and strategy implementation with head of departments and other regional leaders.
• 10+ years of experience working with tech customer facing roles
• 3+ years of director level experience
• Experience scaling and managing 30+ person teams
• Experience managing managers
• You have experience working both pre & post sales teams
• You have experience in launching hyper-growth teams that focus on customer success
• You know how to drive change and execution and you are very proactive in doing so
• You build and maintain strong working relationships with other leaders resulting in solid partnerships across functions
• Outstanding and proactive communication and leadership experience
• You collaborate effectively with non-engineering stakeholders and executive leadership teams
• Strong experience in support processes, OKRs and KPIs
• Strong financial planning and management skills

Perks and Benefits:

• 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
• Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
• Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off
• 401k match program
• Eligible donation match program
• Monthly cell phone stipend
• Home office setup reimbursement program for 100% remote employees
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team building activities
• Pet Insurance
• Commuter benefits to help with transit and parking costs
• Employee Assistance Program (EAP)
• Referral Bonuses
• RSU's - every employee is granted RSU's when they walk in the door

#LI-REMOTE
We're honored to be valued at over $5.6 billion , but more importantly, we're proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream .
Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.
To learn more about Fivetran's culture and what it's like to be part of the team, click here and enjoy our video.
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