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Job Description
Position Title: Sr. Director of Support
Location: Minneapolis, MN
Reports to: VP of Support and Services

Apply to Perforce today if this sounds interesting to you! We’re a leading global software company looking for smart, fun, talented team members. At Perforce, you’ll enjoy competitive benefits while working with and learning from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward.

Perforce is seeking a Sr. Director of Support to join our Global Support Leadership Team, responsible for overall customer satisfaction and technical support effectiveness globally for several business lines. This senior leadership position will work closely with the VP of Support, the GMs of the respective business lines and with members from Sales, Sales Operations, Professional Services and, Development to assist in resolving a wide variety of customer issues. You would be responsible for driving the success of our organization, enabling global processes and methodologies to maximize results, improve metrics and ensure customer satisfaction.

This critical position demands a leader capable of leading global teams through change, promoting a high performing culture with a customer-first approach. This leader will take point on future acquisitions, due diligence, onboarding and integration as the business continues to grow. The ideal candidate is expected to be self-motivated, proactive, results-oriented, with a proven record of 10+ years of support leadership experience.

Lead global technical support teams responsible for providing world-class support to Perforce customers.
Work with Support leadership to enhance process and procedure changes to drive customer satisfaction and team performance.
Direct, lead and coach direct reports including Managers, Team Leads or other groups or individual contributors from either functional or Technical Support groups.
Partner with GMs or other senior leadership across the business to create a support function that provides a competitive advantage.
Lead customer and executive relationships, representing Perforce as appropriate at all times.
Act as a point for customer escalations as required, communicating the status and resolution plan, internally and externally.
Communicate effectively across multiple organizations to ensure teams are completely aligned to the objectives.
Build strong inter-personal relationships with peers and other key stakeholders to deliver a smooth execution of common goal and/or business deliverable.
Hire, develop, retain talent.
Drive the success of Perforce’s Support offering(s), as well as future offerings that can be productized to drive a competitive advantage.
Be the voice of the customer interfacing with our products and engineering organizations.

Required Education, Experience and Skills

Bachelor’s degree with 10+ years’ experience in a Technical Support leadership position.
Outstanding customer service skills.
Ability to understand customer needs.
Ability to interact and communicate effectively with all levels of the organization.
Thoughtful decision making skills.
Results-driven, ability to motivate and inspire all levels of staff.
Focused on quality, delivering excellent services to customers and other stakeholders.
Strong analytics and problem-solving skills in a complex environment.
Ability to drive results through virtual and/or cross-functional teams.
Customer focused with the ability to balance customer benefits and business goals effectively.
Ability to multi-task.
Able to work well under pressure, manage multiple projects and prioritize accordingly.
Capability to gain cooperation while driving accountability.
Collaboration and the ability to work in a team.
Excellent written and verbal communication skills.

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