Director of Support – Global Customer Operations

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual, and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough…

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.

For 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions.

We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

What is your mission:

The Support Director plays a pivotal role in leading and managing support groups in GCO Americas and APAC regions, ensuring the delivery of exceptional customer service and technical support to our clients. he will be responsible for overseeing support operations, managing support managers and field support engineers, implementing global support methodologies, and driving customer satisfaction initiatives.

As a Cognyter you will do:

Financial Management:

Manage the Support group's Profit and Loss (P&L) to ensure financial objectives are met.

Team Leadership and Management:

Lead and manage different groups of support managers and field support engineers, fostering a culture of collaboration, accountability, and continuous improvement.

Support Methodology and KPIs:

Implement and oversee the global support methodology, ensuring consistency and effectiveness across regions.
Define and monitor regional Key Performance Indicators (KPIs) to track support performance and drive continuous improvement.
Manage critical events such as downtime incidents, conducting Critical Incident Debrief (CID) reports and Root Cause Analysis (RCA) reports.
Drive proactive processes and other improvements to enhance support efficiency and effectiveness.

Customer Satisfaction and Relationship Management:

Partner with Regional Sales, Customer Success Managers (CSMs), Business Operations (BO), and Project Managers (PjMs) to address support-related aspects and enhance customer relationships.
Maintain ongoing communication with customers and account teams through various channels, including Operational Review Meetings, weekly follow-up calls, and reporting.

Support Business Management:

Take an active role in managing the Support Business, including assisting with new AMC proposals, renewals, and other commercial aspects.

Requirements:

For that mission you’ll need:

Strong managerial abilities, with a proven track record of leading and developing high-performing teams.
Business acumen and strategic thinking skills.
Excellent collaboration and communication skills, with the ability to build and maintain long-term relationships.
Accountability, passion, and the ability to work effectively under pressure.
Deep technical background to understand and address complex support issues.
Spanish or Portuguese speaker - advantage

Remember: When you're curious enough, you don't need to check every box to apply. Be in touch!

We believe that diverse teams drive the greatness of ideas, products, and companies. Whatever your gender, age, race, creed, or taste in music – if you're curious enough, we’re waiting for you. Apply now.

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Customer services