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Senior Director, Global Product Support

Location:

Eastwood - New South Wales - Australia, Lowell - Massachusetts - USA, Remote - - United Kingdom

Function:

Engineering

Ref #:

2019001363
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Description

Under the direction of our VP of Global Support, the Senior Director, Global Product Support drives the customer experience with the goal of maximizing the efficient use of internal resources and improving the level of customer satisfaction for Kronos customers. This position balances customer support strategy with delivery while enabling excellence in customer support and upholding a consumer-centric focus and mind-set of surpassing expectations. This role works with executive-level management to develop and implement technical product support policies and procedures geared around SaaS technology and keeps senior management informed of departmental progress and problems. Responsible for resource allocation, including budget and personnel - This includes planning and directing strategies in support of our rapid growth while creating a highly engaged and collaborative culture.
• Direct reports include functional managers and an indirect global staff of 70+ employees.
• Establishes organizational goals and objectives, and monitors performance to plan. Adjusts resources, organization structure, and personnel to achieve attainment of overall goals. Delegates tasks and assignments to appropriate subordinates and monitors progress.
• Conceives strategies that improve customer satisfaction, profitability, employee satisfaction, and which support the sales efforts. Builds cross-market, integrated support strategies and is responsible for implementation and results.
• Gives significant input into strategic and tactical decisions related to the functional discipline
• Solves multiple problems involving complex technical and managerial issues involving functional discipline and across multiple disciplines. Problems encountered are often strategic in nature and have long term implications
• Interprets, executes and recommends modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution
• Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Represents Kronos to these customers and has authority to commit significant company resources in these interactions. Responsible for customers’ overall satisfaction.
• Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs.
• Responsible for personnel responsibilities such as hiring, establishing performance goals, mentoring, performance reviews etc.

Qualifications

• Bachelor’s degree with 12+ years of leadership experience in a high-volume customer support position in a technical organization working with complex customers and organizations and 5+ years in a senior management role (group leader/director)
• Must have deep knowledge and experience with SaaS solutions
• Proven ability to understand complex business issues and align communications strategies and outcomes accordingly
• Strong prioritization and problem-solving skills, including issue tracking, triage and crisis management. Innovative, passionate, self-propelled and results-driven leader with a "can do" attitude
• Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills
• Demonstrated track record in identifying and deploying leading edge support solutions
• Great mediation skills, ability to manage escalations and resolve conflicts
• Team-player: proven ability to work across functions such as Sales, Product Management, and Engineering. Experience leading globally dispersed teams is a key requirement
• Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
• A deep understanding of software engineering practices including design, code quality, data structures, technical problem-solving a plus
• Excellent written and verbal skills coupled with ability to comfortably and confidently present to all levels within the enterprise
• Willingness to travel up to 30% a year

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.