What are the responsibilities and job description for the VP, Technical Support position at Domo?
Company Overview
Domo's AI and Data Products Platform lets people channel AI and data into innovative uses that deliver a measurable impact. Anyone can use Domo to prepare, analyze, visualize, automate, and build data products that are amplified by AI.
Position Summary
The VP, Technical Support is responsible for helping to build a world class support organization within Domo. They will oversee technical support representatives and be responsible for their individual performance, training, growth, and success. They will also be critical in owning customer escalations, working with internal departments to ensure successful support of the Domo product, and establishing support processes and policies.
Key Responsibilities
Domo is an equal opportunity employer
Domo's AI and Data Products Platform lets people channel AI and data into innovative uses that deliver a measurable impact. Anyone can use Domo to prepare, analyze, visualize, automate, and build data products that are amplified by AI.
Position Summary
The VP, Technical Support is responsible for helping to build a world class support organization within Domo. They will oversee technical support representatives and be responsible for their individual performance, training, growth, and success. They will also be critical in owning customer escalations, working with internal departments to ensure successful support of the Domo product, and establishing support processes and policies.
Key Responsibilities
- Manage a support team to provide first-class, post-sales support to Domo’s Customers;
- Set clear objectives, evaluate progress and instill a high-performance culture with a focus on teamwork, service excellence and ownership for resolving customer issues;
- Certified and leverage the Domo platform to run the support organization;
- Manage defect resolution process with our development team;
- Routinely meet with support representatives to review performance, discuss concerns, etc.;
- Work with support department to ensure that all support inquiries in the queue are handled satisfactorily and in an appropriate timeframe;
- Escalation resolution and follow up on unresolved issues;
- Update support documentation as needed;
- Evolve current structure to best in class global organization;
- Build executive partnerships across all organizations at Domo; this includes consulting, support, product teams to ensure we are collecting and sharing signal that will evolve Domo’s platform in the view of the customers uses of the product;
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
- 8-12 years experience in Technical Support Management;
- Experience in defect resolution processes;
- An understanding of and high interest in a professional position in the field of technology;
- Excellent written and verbal communication skills;
- Good interpersonal skills – outgoing personality;
- Technical troubleshooting ability;
- Ability to work in a team environment;
- Strong leadership – able to share and uphold a vision;
- Track record of operational excellence in a support organization.
Domo is an equal opportunity employer