Senior Director of Global Support Services

Quantum • Centennial, CA

1d • Hybrid

About The Position

Quantum Corporation is a global company at the center of AI infrastructure: the storage, protection, and management of data that the world's most data-intensive organizations depend on. We're publicly traded, growing fast, and building for what's next. Behind that growth is a simple belief: our people are the single biggest driver of the business. That's why leadership invests in talent the way it invests in technology, and why every hire here has a real hand in where Quantum goes next. As Senior Director of Global Support & Services, you will own Quantum's services commercial strategy. You'll define how services are priced, packaged, contracted, and sold across hardware, software, and subscription offerings. The goal is services that are delivered profitably and to the highest standard of customer experience. Year one is focused on commercial impact: services product strategy, P&L, and margin. Over time, you'll take on executive leadership of worldwide Customer Support, Technical Support, Professional Services, and Implementation, working closely with the SVP of Service as part of a defined succession path.

Requirements

• 10+ years of progressive leadership in Customer Support, Technical Support, Professional Services, Customer Success, Services Pricing, or related customer-facing technology organizations
• Proven experience leading pricing, packaging, and commercial strategy for services, support contracts, or subscription offerings at a technology company, with a track record of improving attach rates, renewals, and services margin
• Services P&L management, pricing and margin modeling, and experience building business cases for executive and Board-level decisions
• Experience establishing pricing governance, discount policies, and deal desk processes, with working knowledge of CPQ, quote-to-cash, and contract management systems
• Experience leading managers and distributed teams across multiple regions and time zones, and managing global partners and SLAs
• Experience using AI, automation, and self-service technologies to improve customer experience and operational efficiency
• Ability to travel domestically and internationally, approximately 20 to 30%
• Bachelor's degree required; MBA or other advanced degree preferred, or equivalent leadership experience

Nice To Haves

• background in enterprise storage, data protection, or infrastructure, including pricing support and maintenance across the hardware lifecycle
• experience leading a transition from perpetual license and maintenance models to subscription or as-a-service models

Responsibilities

• Own the global pricing, packaging, and commercial strategy for Quantum's full services portfolio, including support and maintenance contracts, warranty extensions, professional services, spare parts, and partner-delivered services
• Review and rationalize the services price book and SKU structure, and design a tiered service catalog that aligns entitlements, SLAs, and response commitments to customer value
• Define pricing and packaging for new offerings, including subscription and as-a-service models and AI-enabled support, in partnership with Product Management and Sales
• Build financial models and business cases that support executive decisions, and drive attach rates, renewal rates, price realization, and services margin by service line and region
• Own commercial terms and pricing governance with Legal, Finance, and Sales Operations, and personally lead complex negotiations with strategic customers and partners
• Partner with the renewals team on pipeline health and end-of-life campaigns, including EOSL pricing, extended support, and warranty extension programs

Benefits

• The opportunity to shape the AI and automation vision for Quantum's global support organization
• Hybrid schedule based in Centennial, CO, with the team in office Tuesday through Thursday
• We are committed to a diverse and inclusive workplace and encourage all qualified applicants to apply, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
• If you believe in our work and have the foundational skills and experience that would contribute to our company culture and mission, we encourage you to apply.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior