- Business Insider named us an enterprise startup to bet your career on
- Forbes Cloud 100 recognized us as one of the top 100 private cloud companies in the world
- Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
- Quartz ranked us the #1 best company for remote workers
- Leading a high-performance global team of product support engineers and developers, you will be instrumental in the continuous growth and improvement of the team to ensure successful customer experience and outcomes.
- Represents the voice of the customer and influences internal stakeholders by promoting a customer-centric mindset across the organization.
- Ensure CCE leaders and team members achieve objectives, including the attainment of targets for resolution time and service levels.
- Establish the CCE team to be exceptional Workato product experts who can provide sound product knowledge and best practice guidance to our customers.
- Attract and mentor best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities and coaching team members to uncover their highest potential
- Develop and build tools & solutions to speed up issue resolution and improve MTTR metrics.
- The successful candidate is expected to come up to speed quickly to act as a technical point of escalation and to be the last point of managerial escalation for the group, or groups, as needed.
- Provide executive-level reporting and analysis on customer health, risk and growth, and present insights to the leadership team to inform and determine business decisions.
- Implement strategies for identifying and resolving customer escalations in a timely and effective manner.
- Working alongside engineering, you will drive the execution of deliverables, ensuring business impact and success.
- Establish and monitor key performance indicators (KPIs) for customer success, ensuring the team meets or exceeds targets for customer satisfaction, retention, and upsell opportunities.
- Quarterback critical technical escalations, ensuring prompt and complete resolution. Lead cross-functional efforts to solve the root cause.
- Inspire trust and confidence in Workato when communicating with stakeholders.
- Drive cross-departmental strategic initiatives identified in partnership with various stakeholders, such as Platform Engineering, SRE, Infrastructure, and Security.
- Ensure clear organizational priorities that are aligned with departmental and company VMT goals.
- Influence Product and Engineering team to continuously improve the supportability and usability of Workato product and platform.
- Manager On Call, as the situation dictates.
- BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent.
- 8 or more years of experience in Engineering Escalation or Customer Success at an Enterprise SaaS company in a technical vertical, with 3 or more years in a customer-facing leadership role.
- Strong leadership and people management skills with the ability to recruit, grow, inspire and motivate a team.
- Desire and ability to thrive in a fast-paced, high-demand late-stage startup environment and adapt to changing priorities.
- Knowledge of Internet development technologies (e.g Java, PostgresSQL, gRPC, REST).
- A good foundation in software engineering principles, including object-oriented programming and design patterns.
- Experience with user-level automation frameworks and scripting with Python, Java, or Ruby.
- Excellent debugging, analytical, problem-solving, and social skills.
- Good understanding of network protocols and stacks.
- Experience in SaaS development environment and cloud technologies.
- Good understanding of DB technologies: classic databases and modern no-SQL.
- Scripting and coding knowledge is required.
- The ideal candidate has a proven ability to think out of the box to introduce and deliver engineering-based solutions that improve responsiveness and support capabilities.
- Excellent communication skills and problem-solving skills.
- Demonstrated experience in measuring and reporting quality-related metrics to identify trends and proactively solve problems.
- You should be passionate about solving tough technical problems and recommending improvements to products and processes.
Senior Director, Customer Centric Engineering - Mountain View, United States - Workato
Description
About Workato
Workato is the only integration and automation platform that is as simple as it is powerful and because its built to power the largest enterprises, it is quite powerful.
Simultaneously, its a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases.
Were proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning.
Why join us?
Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But, we also believe in balancing productivity with self-care. Thats why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley, please submit an application. We look forward to getting to know you
Also, feel free to check out why:
Responsibilities
Workato is looking for a Global Head of Customer Centric Engineering to build and lead a global team that delivers Customer satisfaction by solving technical customer escalations fast and champions trust strategy throughout the company. The customer-centric engineering (CCE) team will be directly responsible for lowering the MTTR for customer-reported issues.
As the Global Head of CCE, you will be responsible for the success and well-being of a team of support engineers and developers. You should be passionate about developing your direct reports while driving results. You can delegate effectively, providing context and support and letting creativity flourish. You will build close relationships with your management peers and our key partners in Success, Site Reliability, and Product Engineering. You will lead strategic initiatives and exert influence across organizational boundaries in the name of Customer Trust. To succeed in this role, you should have technical leadership experience in an Enterprise SaaS-based engineering or technical support organization, managing software engineers and/or technical escalations. This candidate should have a proven ability to engage with internal stakeholders to instill confidence in technical resolution plans and possess exceptional communication skills.