VP Global Technical Support

SUMMARY JOB DESCRIPTIONSumTotal Systems provides business performance improving products, services and solutions that help customers increase revenues, decrease expenses and reduce operational cycle time. We provide an integrated suite of Talent Management applications that help customers deliver, manage and measure talent to solve specific business problems.   This position is responsible for directing the Global Customer Support organization, which consists of multiple customer support teams across several product lines and business units in several geographies, while also collaborating with peer leaders in Sales, Services, Business Unit and Product teams to optimize global coordination of the company's worldwide support processes and infrastructure.DUTIES & RESPONSIBILITIES § Provide effective leadership and mentoring to management staff so they can in turn guide their work teams to achieve defined customer satisfaction and operational performance goals§ Set up global metrics and instill accountability in all groups§ Establish common data systems to track and report on customer issues§ Develop staff skills and associated tools, processes and procedures in order to improve the global delivery of customer support and team measures of effectiveness§ Collaborate with the corporate leadership team to define/execute strategies that improve product quality and enhance the overall service experience of our customers§ Recommend required budgetary and staffing needs and efficiently manage approved resources§ Oversee the successful resolution of escalated customer issues through direct communication with customers and management of action plans ESSENTIAL SKILLS, EXPERIENCE & EDUCATION § Minimum ten years experience in a technical support leadership role for an enterprise software company primarily focused on improving customer satisfaction and customer experience§ Prior experience managing global teams in a globally distributed enterprise serving global customers with teams located globally in NA, Europe and Asia§ Strong team building and process management skills§ Strong project management, problem solving and task organization skills§ Highly effective communication skills (verbal and written) when interacting with both technical and non-technical customers§ Ability to leverage negotiation and facilitation skills to help orchestrate cross-functional collaboration in the resolution of customer issues§ Strong personal commitment to success and the ability to motivate others to succeed§ Prior software development, sustained engineering or QA experience is a plus§ Four year degree in technical or business curriculum; master’s preferred§ PMP certification a plus SumTotal Systems is an EOE and supports diversity in the workpace Job Title: VP Global Technical Support Company: SumTotal Systems Location: Mountain View, CA 94043 Salary/Wage: DOE Status: Full Time, Employee Job Category: Customer Support/Client Care Relevant Work Experience: More than 15 Years Career Level: Executive (SVP, VP, Department Head, etc) Education Level: Bachelor's Degree Company: SumTotal Systems