Sr. Manager, Global Advanced Support Services

Forescout Technologies Inc.

104d

About The Position

Forescout has an excellent opportunity for a strategic and business-focused Senior Manager of Global Advanced Support Services to join our high-energy, multi-cultural, world-changing team. Reporting directly to the VP of Global Services, the Forescout Senior Manager of Global Advanced Support Services will ensure that the Professional Services Engineers (PSEs) and Technical Account Managers (TAMs) are fully supported, enabled and scheduled. The Senior Manager will work closely with his/her peers across the Global Services team to ensure a smooth-running customer experience. You’ll drive the delivery of a new Global Services product that currently supports hundreds of customers today. This Services product will eventually be rolled out to all Forescout customers which is in the thousands. You will be constantly looking for opportunities to improve our processes and methodologies to better serve our customers.

Requirements

• Bachelor’s in business or related field
• 8+ years of experience in a Professional Services and/or Support/Technical Account management position in a high-technology software industry
• Comprehensive knowledge of Professional Services and/or Support processes and methodologies, including the ability to accurately interpret and make business decisions based on KPIs and metric
• Experience building a high impact, global, customer facing team
• Skilled in building and maintaining strong customer relationships and resolving their escalations effectively
• Exceptional leadership, presentation, communication, and interpersonal skills
• Ability to collaborate and effectively communicate within a highly matrixed, global, cross-functional organization, including Professional Services, Customer Support, Sales, Customer Success, and leadership of all levels
• Ability to manage multiple projects and competing priorities in a fast-paced environment
• Strong problem-solving and conflict resolution abilities
• Demonstrated financial expertise in budget management and forecasting, with a focus on resource planning and allocation
• Deep understanding of the following areas: routing, switching (layer 2/layer 3), traffic monitoring/spanning, 802.1Q VLAN, VPN, LAN, WAN, and WLAN

Nice To Haves

• FSCA, FSCE, CISSP and/or similar certifications a plus
• A passion for cybersecurity
• A self-motivated individual with a contagious ‘can do’ attitude

Responsibilities

• Ensure the operational excellence of the Global Support Services and Technical Account Management functions and teams
• Maintain a strong sense of urgency and full ownership of our customers’ experience while executing within a complex, matrixed structure, including oversight of work performed by indirect resources
• Establish and scale a high-performing leadership team, enabling direct reports to manage critical functions, drive operational excellence, and foster team development
• Establish, implement, and enforce best practices, quality standards, and ongoing improvement processes
• Ensure the delivery of high-quality services, communications and documentation that meets or exceeds customer expectations
• Lead continuous improvement initiatives focused on enhancing customer experience, increasing customer retention, and improving operational efficiency
• Effectively manage and resolve customer escalations promptly and in collaboration with both the customers and Forescout internal stakeholders
• Analyze critical performance metrics and regularly report on team outcomes, customer value realization, case trends, CSAT, and related indicators while also defining new ones
• Recruit, develop, and mentor a high-performing global team
• Set clear performance goals and conduct regular performance reviews
• Monitor and manage progress toward company targets for team utilization, revenue, and profitability; balance team workload and capacity according to customer and business priorities
• Forecast future capacity requirements and prepare compelling business cases for necessary investments
• Contribute to the development of the global Services strategy in alignment with overall company and organizational objectives

Benefits

• Competitive compensation and benefits
• We cover 88% of employee and dependents’ health care premiums
• 100% company paid employee life and disability insurance premiums
• 401K match
• Generous FTO policy (U.S. only)
• Option to purchase voluntary life, accident and critical illness insurance
• Employee assistance program
• Maternity and parental bonding leave with supplemental pay

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees