Siperian, an innovative provider of a flexible master data management platform, helps companies unify their critical data about customers, products and organizations and delivers reliable, complete views of this data within existing business processes. Siperian MDM Hub offers the next generation of architectural flexibility for managing all types of master data. It is an integrated, model-driven software platform that adapts to business requirements and delivers rapid return on investment for critical projects today while evolving to a complete enterprise master data management platform. For more information, visit us on the web at
http://www.siperian.com
A critical part of our business model is Customer Support. This organization helps our customers overcome technical difficulties while deploying and running the Siperian Software. It also helps our systems integration partners who work directly with customers to deploy the Siperian Hub.
We are looking for a Senior Director of Customer Support to manage the worldwide Siperian Customer Support team. This position reports to the Sr. VP of Worldwide Services and Support and is responsible for managing the customer support and Technical Account Manager teams, the department budget, Customer Support related revenues (maintenance revenue, maintenance plan upgrades and Technical Account Manager Add-ons), and developing new services.
The successful candidate has experience managing a worldwide support team that delivered support to systems integration partners, customers, and employees. The successful candidate also has experience utilizing all available media for external communication of technical information and problem resolution.
This position is based in Siperians Foster City headquarters office.
Essential Job Functions:
Design, develop, and implement processes, systems, and technology to create an integrated partner and customer support capability for Siperian.
Manage and develop the Customer support organization, including hiring, management, and professional development of technical support staff
Manage support cases on a daily basis including verifying and prioritizing customer submitted cases, ensuring that cases are entered in a case tracking system,
Coordinate with Partners, Customers, Implementation Consultants, Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
Publish and maintain an on-line knowledge base of known issues/solutions.
Develop and maintain procedures for distribution of product maintenance releases and patches.
Develop and maintain procedures for the manufacture and shipping of Siperian products.
Provide regular reports for management that measure the effectiveness of the customer support function
Manage maintenance contract renewals with customers
Manage a world-wide customer support team based in a number of technology hubs (California, Toronto, London and Bangalore)
Requirements
BS/BA degree or equivalent technical experience.
10+ years of experience in the software industry.
5+ years experience as a technical support engineer, including front-line contact with customers via phone and e-mail as well as second and/or third line support
5+ years experience in technical support management with Enterprise Software products.
3+ years experience as a Director of Customer Support or equivalent.
Excellent software problem diagnostic skills and a proven ability to develop these skills in others
Direct experience in evaluation, selection, implementation and ongoing management of customer support systems for case/incident tracking and management systems.
Background in the development and management of remote support groups, international support groups, and 24x7 support operations, for the benefit of partners as well as customers
Experience in developing metrics to measure the effectiveness of technical support within the organization
Experience in recruiting strong teams.
Experience working in an early-stage company
Good communications skills, both written and verbal. Need to be highly articulate with excellent interpersonal skills
Track record of accomplishment and effectiveness within organizations. Experienced at managing and delivering on time against multiple priorities.
Strongly Desired
Development and/or Technical Support Experience with Database applications, especially Oracle and/or DB2 UDB.
Expertise in RDBMS technology. Understands and is comfortable with RDBMS schemas and SQL.
Development and/or Technical Support Experience with J2EE applications, especially as implemented on BEA WebLogic, IBM WebSphere, and JBoss.
Practical understanding of data architectures and data models
Hands-on experience with data integration and movement technologies such ETL, EAI and EII.
Familiarity with Data Quality tools and practices.
Vertical industry experience in Life Sciences, Financial Services, Insurance, Telco and/or Federal Government
If you are a qualified candidate and would like to apply for this job, please send to jobs@siperian.com your resume and a cover letter that explains why you are a good match for this position. Be sure to type Sr. Dir, Customer Support in the subject line.
- Location: Foster City
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.
