Job Description
Senior Director, Customer Support
at Gong.io
San Francisco
Gong unlocks reality to help people and companies reach their full potential. The patented Gong Reality Platform empowers companies to take advantage of their most valuable assets customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, Sprout Social, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Deloitte Technology Fast 500, Forbes Cloud 100, LinkedIn Top Startups, and Great Places to Work lists in 2022.
As Gong’s Senior Director, Customer Support, you’ll be on the front lines of helping our customers become raving fans by providing a white glove support experience for our customers. This role will be responsible for hiring, coaching and developing a team of experienced Support Engineers and Technical Account Managers in a fast-paced and rapidly changing environment. Additionally, this role will shape our Enterprise support offerings and be a key contributor to our follow-the-sun, escalation and 24×7 capabilities.
RESPONSIBILITIES
- Develop support models that help enable and directly drive customer adoption of the Gong solutions to the end user persona.
- Design and evolve our global Enterprise support motion to meet the needs of strategic accounts.
- Work closely with Products and Engineering to prioritize key investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of defects.
- Manage to average speed of answer, resolution targets and customer follow-up targets to ensure highest level of Customer Satisfaction
- Develop and grow a global customer support model, with heavier focus on EMEA.
- Establish a trusted relationship with customers, drive innovation and accountability to consistently exceed Enterprise customer expectations at scale.
QUALIFICATIONS
- 10+ years of experience building and managing high performing technical support teams in a multi-channel environment, including managing managers.
- 5+ years in a SaaS based organization with demonstrable achievements in end-user support that enables adoption and use of the software.
- Experience in live channel support, including chat-based support, to help end users real-time while balancing average speed of answer and cost efficiency.
- Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways.
- Polished and effective communicator with strong executive presentation skills.
- Demonstrated ability to develop and maintain C-level relationships.
- Proficiency working with globally distributed teams and remote Engineering organizations, and driving successful outcomes across multiple time zones.
- Previous B2B SaaS and enterprise software experience.