Job details

Director, Global Customer Support

  • Department: Cloud and Customer Success
  • Location: San Mateo, CA, USA
  • Country: United States of America

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Responsible for hiring, training, and performance management of employees, including regular one-on-one meetings, goal setting, and performance reviews with your direct reports
  • Execute staffing and optimal resource planning to provide 24x7 global coverage for your assigned customers
  • Respond to and take ownership of all customer escalations
  • Understand and refine the processes and subprocesses that the Global Support organization uses to manage incoming support cases
  • Assist with the definition, documentation, communication and training of case management SOPs inspired by ITIL best practices
  • Collaborate with other Global Support Directors to drive the standardization and adoption of best practices across the Global Support organization
  • Execute and lead cross-functional customer experience improvement projects
  • Provide regular reports on key operational metrics
  • Collaborate with the Information Security team to achieve ISO certification and ensure the Global Support organization passes annual ISO audits
  • Develop action plans to address areas of concern identified in customer satisfaction surveys
  • Promote self-service tools and the knowledge repository as mechanisms to improve customer satisfaction and reduce costs
  • Perform other duties as assigned by the Vice President of Global Support


REQUIRED SKILLS AND EXPERIENCE:
Education and Work Experience:

  • 10+ years of work experience managing/leading an enterprise software support teams
  • Direct people leadership experience including building out, managing performance and skill development
  • PMP and/or ITIL Certification is required
  • Experience managing and collaborating with virtual or remote international teams
  • Demonstrable experience defining, implementing, and managing business process change
  • Experience with a commercial customer incident tracking or CRM system such as Salesforce.com
  • Experience using a software defect tracking system such as JIRA

Personal Qualities:
  • Team orientation – Excellent interpersonal skills and ability to establish strong relationships with all levels of management
  • Excellent communication skills both verbal and written, with the ability to lead/manage large conference calls
  • Exceptional ability to manage changing priorities and ambiguity
  • Demonstrated collaborative skills and ability influence peers and senior management
  • Self-motivated with critical attention to detail, deadlines and reporting
  • Ability to work independently and as part of a team
  • Employ sound business judgment when making business decisions
  • Ability to convert general data and findings into specific, actionable recommendations
  • Use creative and innovative ways to solve problems
  • Display a strong work ethic and do whatever it takes to get the job done

Other Requirements:
  • Ability to read, write, and speak fluent English
  • We are a global team providing 24x7 support to our customers, so we expect you to be available as needed for after-hours production emergencies
  • Expect travel up to 25% to other Guidewire offices for training and meetings


Why Guidewire?

Guidewire exists to deliver the industry platform that P&C insurers rely upon to adapt and succeed in a time of accelerating change—and to ensure that every customer succeeds in the journey. We provide the software, services, and partner ecosystem to enable our customers to run, differentiate, and grow their business. 

Guidewire’s InsuranceNow is an all-in-one Cloud based platform that unifies software, services, and partner ecosystem to power our insurance customers’ business. Insurance Platform provides Core insurance business functions such as policy, claims, and billing management, and data analytics and reporting, as well as digital experience for customers.  We invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees.
 

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.