HiWire has been engaged to find an outstanding an outstanding Director of Customer Services
and Support for a leading supplier of high-performance, appliance-based data loss prevention
systems, protecting the information assets for over one million users.
The privately-held company was founded in 2003. It has raised a total of $37M in capital from
leading VCs. The Director of Customer Services and Support position reports into the VP of
Worldwide Sales and Support and is based at corporate headquarters in the Bay Area.
OVERALL RESPONSIBILITIES:
This position is responsible for all pre-sales and post-sale functions for the company. All Field
System Engineers, Customer Support personnel, Training personnel and Professional
Services personnel will report to this position. General duties will include the following:
» Manage the field personnel so that they remain technically competent to represent our
products and project a positive image of the company and products to the customer base.
» Transition the company’s services model from one that currently provides value-added
services at no charge to customers, to one where service revenues become an important
contributor to company revenues.
» Implement a post-sale support program for existing customers that positions the Company
as the leader in customer support.
SPECIFIC RESPONSIBILITIES:
Specific responsibilities and duties for this position include the following:
» Conduct pre-installation site surveys.
» All product installations, evaluations and assessments.
» Technical training for employees and channel partners.
» Manage evaluation, demo and inventory pools.
» Trouble ticket reporting.
» Software/firmware upgrade programs.
» On-line Help and Documentation.
» Scheduling of all assessments, evaluations, demos and professional service engagements.
» Other tasks assigned by VP of Sales and Support.
BACKGROUND REQUIREMENTS:
» Previous experience in a later stage startup. Interested in and able to wear many hats.
» Orientation toward hands on, rather than only management.
» Previous experience setting up and building a quality professional service practice.
» Previous experience managing Field SEs
» Experience with highly technical products.
» Personal technical competence.
» College degree highly preferred; CISSP and/or advanced Cisco certification ideal.
The company offers a dynamic work environment, a competitive base salary plus bonus
compensation structure and benefits, plus stock options. Relocation reimbursement is not
available for this position.
If the position looks like a good fit with your background and interests, please send your
resume in confidence to:
Web Augustine
Partner
HiWire
web at hiwire dot com
hiwire.com
Principals only, no recruiters please.
and Support for a leading supplier of high-performance, appliance-based data loss prevention
systems, protecting the information assets for over one million users.
The privately-held company was founded in 2003. It has raised a total of $37M in capital from
leading VCs. The Director of Customer Services and Support position reports into the VP of
Worldwide Sales and Support and is based at corporate headquarters in the Bay Area.
OVERALL RESPONSIBILITIES:
This position is responsible for all pre-sales and post-sale functions for the company. All Field
System Engineers, Customer Support personnel, Training personnel and Professional
Services personnel will report to this position. General duties will include the following:
» Manage the field personnel so that they remain technically competent to represent our
products and project a positive image of the company and products to the customer base.
» Transition the company’s services model from one that currently provides value-added
services at no charge to customers, to one where service revenues become an important
contributor to company revenues.
» Implement a post-sale support program for existing customers that positions the Company
as the leader in customer support.
SPECIFIC RESPONSIBILITIES:
Specific responsibilities and duties for this position include the following:
» Conduct pre-installation site surveys.
» All product installations, evaluations and assessments.
» Technical training for employees and channel partners.
» Manage evaluation, demo and inventory pools.
» Trouble ticket reporting.
» Software/firmware upgrade programs.
» On-line Help and Documentation.
» Scheduling of all assessments, evaluations, demos and professional service engagements.
» Other tasks assigned by VP of Sales and Support.
BACKGROUND REQUIREMENTS:
» Previous experience in a later stage startup. Interested in and able to wear many hats.
» Orientation toward hands on, rather than only management.
» Previous experience setting up and building a quality professional service practice.
» Previous experience managing Field SEs
» Experience with highly technical products.
» Personal technical competence.
» College degree highly preferred; CISSP and/or advanced Cisco certification ideal.
The company offers a dynamic work environment, a competitive base salary plus bonus
compensation structure and benefits, plus stock options. Relocation reimbursement is not
available for this position.
If the position looks like a good fit with your background and interests, please send your
resume in confidence to:
Web Augustine
Partner
HiWire
web at hiwire dot com
hiwire.com
Principals only, no recruiters please.
Current Searches