VP, Technical Support

Domo•American Fork, UT

About The Position

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. 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.

Requirements

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.

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.