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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Management
Location: Boulder, Colorado, United States
Type: Permanent F/T
Closing Date: 2006-02-25
Director of Worldwide Software Support
Webroot Software is the leading provider of best of breed anti-spyware software
and other technologies for enterprise and consumers. Since the company's
inception, Webroot has consistently developed and delivered the most innovative
and powerful anti-spyware technology on the market. Our Spy Sweeper products
have been awarded some of the industry’s highest honors, including:
• Spy Sweeper Consumer a 4-time winner of PC Magazine’s
Editors’ Choice Award
• Spy Sweeper Enterprise named a “Best Buy” by SC Magazine and
in the anti-spyware category by PC World Magazine
Webroot is widely recognized for setting the technology standard by focusing on
research and development. Our highly regarded R&D organization, based in
Boulder, Colorado, is expanding operations. In light of this expansion,
Webroot is hiring a Director of Worldwide Software Support. The Director
Worldwide Software Support will be responsible for managing the daily
activities of all enterprise and consumer support. This will include deploying
efficient operations, streamlining processes to reduce cost, monitoring trends
and identifying areas of improvements, and managing change. Also, he/she will
be responsible for driving the support teams in delivering high quality
technical support services while maintaining solid employee satisfaction in a
very fast-paced environment.
The Director must be flexible, able to handle multiple priorities, open to
business travel, and work well with functional teams across the globe. He/she
must have a proven track record with customer-facing technical support and
escalation management of enterprise-class software applications.
RESPONSIBILITIES
• Lead the effort in developing a multi-national, world-class
technical/customer support team
• Manage and execute technical support and services delivery
• Hire, coach, motivate, and develop strong team leaders and managers
• Monitor and maintain high employee retention and morale
• Project customer growth to determine staffing needs for planning and
scheduling
• Define and manage customer service metrics
• Improve and maintain high customer satisfaction ratings
• Control and reduce customer dissatisfaction and implement corrective
action plans as needed
• Drive the team to achieve certification and recognition for excellent
customer service
• Develop, review, and deliver service level agreements at all levels
Privately held and backed by some of the industry's leading top tier venture
capital firms, including Technology Crossover Ventures, Accel Partners and
Mayfield, Webroot is continuing to build and capitalize upon proven successes
and leadership in the security market. Our employees are our most valuable
resource and we provide them with the benefits, compensation and stock they
deserve. Candidates should be self-directed and able to balance a team approach
with personal initiative.
If you would like an opportunity to work with this widely recognized worldwide
leader in technology security, send your resume to jcupp@webroot.com for
consideration.
Principals only- no third parties, please. Webroot Software, Inc. is an Equal
Opportunity Employer.
JOB REQUIREMENTS
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REQUIRED SKILLS AND EXPERIENCE
• 15+ years experience managing multiple technical/customer support
group(s) in excess of 60 professionals for a software/IT vendor
• 10+ years experience managing multiple offices and international
technical support teams
• Experience in implementing a successful value-added service and quality
improvement program in a multi-national business culture environment
• Working experience with CRM, ACD, KM, Web/Chat, and other related
call-center infrastructure tools
• Proven track record of coaching, mentoring, and growing technical
support staffs and front-line managers
• Experience working with an outside sales organization in support and
service delivery
• Must be knowledgeable about technical support best practices including
call-center metrics
• Familiarity with support escalation process and capacity/technical
resource planning
• Excellent written and verbal communication skills with all customer
levels and across all levels of the organization including critical problem
analysis and resolution skills
• Some travel required
• Experience in consumer and security software is a plus
CONTACT
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jcupp@webroot.com
Webroot Software, Inc.
jennifer cupp
Senior Recruiter
jcupp@webroot.com
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