[rmiug-jobs] Digest Number 4383
Webroot Software - Job - Global Escalation Support Manager - Boulder
Posted by: "Jon Landau" JLandau@webroot.com
Date: Fri Feb 22, 2008 11:21 am ((PST))
Global Escalation Support Manager
Fulltime / Perm Job
Boulder
Webroot Software, Inc., founded in 1997, is a highly successful,
security software & services company and the creator of the
award-winning Spy Sweeper(r) line of products and our new line of
defense technology Webroot E-mail Security SaaS. Our new offering is a
result of Webroot's November 2007 merger with Email Systems, a leading
SaaS security provider in the UK. Webroot E-Mail Security SaaS
(Software-as-a-Service) is a hosted, security solution providing email
management, protection, and compliance services to customers who do not
have the time or resources to build and manage their own internal email
solution. This service provides a powerful alternative to the
traditional, on-premise hardware and server based security solutions at
a fraction of the overall cost. Webroot E-Mail Security SaaS is an
important piece to the layered security approach for any company, offers
additional levels of protection beyond what an on-premise solution can
provide, and is backed by Webroot's expert support organization.
Globally recognized, Webroot has an outstanding history of delivering
award-winning, best of breed security solutions for consumers, small
businesses and enterprises. Webroot defined and pioneered the
anti-spyware market building it into a $100 million business. Webroot
continues to develop innovative security and privacy protection products
for internet peace of mind including anti-virus and parental controls
applications. Our headquarters are located in Boulder, Colorado, our
Advanced Development campus is located in Mountain View, California and
our global offices in EMEA, Japan and Australia.
Webroot is widely recognized for setting technology standards by
focusing on research and development, additionally Webroot is well known
for providing exceptional levels of service and support to our
customers. Our highly regarded Customer Support Organization is based in
Boulder, Colorado, and has recently expanded its operations center.
In light of this expansion, our Customer Support Organization is hiring
a Global Escalation Support Manager. This leader will be responsible
for the Customer Advocacy Group composed of highly-skilled tier 2 & tier
3 customer support engineers plus an advanced malware escalation team.
This leader will ensure that the voice of the customer is heard and will
drive all customer problems and issues to the appropriate teams within
the Webroot Organization including: Development, Q/A, Product
Management, Threat Research and various other internal/external groups
responsible for problem resolution. Additionally, this leader will be
actively engaged in various projects (as appropriate) that will directly
benefit the Company, Individual Departments and the Customer. Managing
the escalation processes, as it impacts the above teams, will be an
everyday occurrence and will comprise a significant portion of the your
management responsibilities as they relate to the Customer Advocacy and
Self Help Group.
RESPONSIBILITIES
* Work closely with the Product Development team on fixes and
future lifecycles, providing critical customer feedback on Webroot's
products and offerings
* Manage and coach the Escalation team; secure the tools and
processes needed to be successful in their positions as Escalation
engineers and customer advocates. Establish and maintain consistency in
a 24x7 global follow-the-sun model.
* Ensure all escalations brought forth by the team are being
driven to completion from initial filing to resolution. Track progress
as escalation moves through formal process to completion.
* Responsible for service readiness with regard to the Worldwide
Customer Support team. This includes the development and delivery of
product training to all relevant Support teams and other organizations
within Webroot Global Team.
* Serve as a direct escalation point for the Sales Engineering
team, emphasis will be on large key enterprise and SaaS accounts, track
problems as seen in the field.
* Provide additional assistance to Sales team by acting as a
secondary resource for the Worldwide Sales Engineers. These duties
include online demos, pre-sales conference calls and providing level 3
support for onsite engineers.
* Perform testing functions to verify defect fixes and to assist
the Quality Assurance team when needed, including take a leadership role
with the external beta program.
* Act as the customers advocate during malware discovery and
drive the escalation process both internally and customer facing.
* Oversee the creation of FAQ and Knowledge Base publications.
Hold team accountable for writing, reviewing and organizing the
technical content (solutions) that will be published
* Decisively and confidently manage high profile customer issues
as necessary including providing level 2 and 3 support to the customer
during evaluation period, problem ticket resolution and attending weekly
customer status meetings.
* Constant availability to management, sales, field
representatives and high profile customers should priority one issues
arrive
* Manage escalation status meetings with Product Management, QA
and Development. Monitor and track the status of all Formal Escalations
* Provide Dashboard information on escalation status supplied
from escalation team to upper management
* Work closely with level one and level two engineers to ensure
all customer problems and trends are being properly reported in a timely
manner
* Lead weekly meetings with global counterparts to guarantee
overseas Engineers have a prompt escalation path to Product Management
and Development as well ensuring our Global Sales Engineers and Customer
Support Engineers have the resources needed to support our application
REQUIREMENTS
* Bachelors and Advanced Degree in a technical field or equivalent
experience
* 7+ years experience managing multiple technical/customer support
group(s) in excess of 10 professionals for a software/IT vendor
* 3+ years experience implementing a successful customer support
organization responsible for a SaaS security product offering
* Proven track record managing difficult customer escalations for
consumers, small-to-medium businesses and enterprises
* Working experience with CRM, ACD, KM, Web/Chat, and other related
call-center infrastructure tools and technologies
* Ability to resolve complex environmental and product issues.
* Proven track record of coaching, mentoring, and growing highly
technical support staffs
* Experience working with an outside sales organization in support
and service delivery
* Strong influencer, change agent, and ability to partner closely
with other organizations inside and outside of Webroot
* Technical proficiency in: Windows, desktop applications,
databases, networking, security, and web applications. Ability to speak
to high level System and Network Engineers. Familiar with Proxy and
Firewall configurations.
* Must be knowledgeable about customer support best practices
including call-center metrics, productivity measurements and forecast
models
* 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
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. Webroot Software, Inc. is headquartered in Boulder, CO with
offices in Silicon Valley, Europe and Asia.
If you would like an opportunity to work with this widely recognized
worldwide leader in technology security, send your resume to
jlandau@webroot.com for consideration.
Principals only- no third parties, please. Webroot Software, Inc. is an
Equal Opportunity Employer.
Jon Landau | Technology Recruiting Manager
______________________________________________
Webroot Software, Inc.
2560 55th Street
Boulder, CO 80301 USA
Phone: 303.450.5989
E-mail: jlandau@webroot.com
Web: www.webroot.com
