• ATAC Director, Americas

    Job Location US-NY-New York City
    ID
    2018-2545
    Category
    Customer Support, Admin
    Type
    Regular Full-Time
  • Job Summary

    Aerohive is seeking a passionate Customer Success Leader focused on delivery of a superior customer experience through delightful technical support. Candidate should be relentless in the pursuit of expedited resolution of issues and once understood, challenge current procedures to prevent other customers from experiencing the same problem. Candidate must be well versed in handling customer escalations. Leading the Tier 3, top support professionals within Aerohive; inclusive of managing labs and tools for customer success.  Must have networking vendor technical support management experience. Preferred experience with WiFi, switching and security technologies and cloud service delivery.

    Responsibilities

    • Lead the Americas Tier 3 support teams, which resolve the hardest to solve support inquiries.
    • Establish and maintain policies and procedures that enable a repeatable, delightful support experience for all of Aerohive’s partners and customers.
    • VAD and VAR partner audits for partner delivered support.
    • Manage the quality and effectiveness of support delivery through Tier 3 with regular reporting of appropriate operational metrics for success
    • Managing the labs and operational tools for support delivery
    • Overseeing customer escalations to assure rapid and effective response
    • Foster tight alignment between Aerohive and its support partners to enable superior experiences

    Qualifications

    • 10 years’ experience in Technical Support delivery or Customer Success organizations
    • Passion for improving the customer experience
    • Project Management – Analytical and process-driven
    • Healthy curiosity around problem solving
    • Excellent communications
    • Experience managing third party partners
    • Security experience preferred

    About the Company

    Aerohive uses Cloud Management, Machine Learning, and Artificial Intelligence to radically simplify and secure the Access Network. Our Cloud-Managed Wireless, Switching, Routing, and Security technologies provide unrivalled flexibility in deployment, management, and licensing. Credited with pioneering Controller-less Wi-Fi and Cloud Management, Aerohive delivers continuous innovation at Cloud-speed that constantly challenges the industry norm, allowing customers to rethink what’s possible. Our innovations and global cloud footprint radically simplify Access Network operation for 30,000+ customers and 10+ million daily users. See how at www.aerohive.com/customers.

     

    Aerohive was founded in 2006 and is headquartered in Milpitas, CA. For more information, please visit www.aerohive.com, call us at 408-510-6100, follow us on Twitter @Aerohive, subscribe to our blog, or become a fan on our Facebook page

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