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Director, Customer Advocacy (Santa Clara, USA)

USA, Santa Clara, CA | Customer Advocacy

Pluribus Networks delivers industry-leading open networking solutions featuring a unique next-generation software-defined networking (SDN) fabric for modern single-site data centers, multi-site data centers and distributed cloud edge compute environments. We are currently seeking a highly-motivated self-starter leader to work in a dynamic 24×7 global technical team.

Essential Duties and Responsibilities

  • Lead and expand global Customer Advocacy organization.  Develop and execute strategic roadmap for rapidly growing global support organization.
  • Manage all operational aspects of technical support and professional services, delivering exceptional support to global ISPs, MSPs, RSPs, and enterprise customers.
  • Develop and execute global strategy for customer education and renewals
  • Effectively manage and prioritize multiple simultaneous critical issues.
  • Collaborate with Engineering, Sales, Marketing, and Operations.  Drive the voice of the customer across the company.
  • Create processes and automation to improve customer delivery and satisfaction.
  • Collaborate with partners to deliver exceptional customer support.
  • Define and manage problem resolution plans.
  • Drive solutions/fixes through Engineering and QA.
  • Basic administration of support tools – Salesforce, RingCentral, etc., in collaboration with contractors.
  • Desired location: Santa Clara. Other US candidates are welcome to apply and will be strongly considered.

Qualifications

  • Excellent understanding of L2 and L3 networking technologies, Linux, and virtualization.
  • Experience managing global support organizations in high growth environments.
  • Demonstrates role-model level customer service and support skills.
  • Keen ability to quickly understand the business impact of customer and partner issues and effectively navigate politically charged situations.
  • Strong written/verbal communication and interpersonal skills.
  • Highly motivated self-starter, with a proven ability to function in a collaborative environment.
  • Ability to quickly learn and navigate internal teams to find efficient and effective solutions cross functionally.
  • Strong affinity for working in deep collaboration with customers and partners to understand their unique challenges and goals, and to partner closely to make them successful.
  • High degree of flexibility and the ability to manage multiple priorities simultaneously.
  • Some infrequent travel may be required.

Education / Experience

  • 10+ years (at least 4 years in a leadership position) in a support management role. Proven track record of leadership, with the ability to inspire and motivate global team to grow and innovate.
  • Job related experience with increasing levels of responsibility is required.
  • Experience working with senior executives, both internally and externally, to resolve critical problems, improve collaboration, and develop and drive process improvements.
  • Strong writing skills with the ability to distill complex information into clear, concise messaging.
  • Bachelor’s degree or equivalent proven competencies.

Qualified candidates: please submit your resume/CV to jobs@pluribusnetworks.com

 

 

 

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