Regional Director, Customer Support
Darktrace, Utica, NY, United States
Key Responsibilities & Deliverables
Operational Management
Oversee day-to-day operations of the regional support team, ensuring KPI delivery across the diverse product suite. Balance ensuring a globally consistent and scalable approach to support with regional customisation to ensure success in the market where needed.
Implement and monitor KPIs such as CSAT, Time to Close (TTC), First Response Time, and Escalation Rates, ensuring data‑driven decision‑making.
Drive continuous improvement through existing and future team performance and quality frameworks, leveraging analytics and benchmarking to identify gaps and optimise processes.
Team Development & Leadership
Build and lead high‑performing regional teams, including recruitment, onboarding, and career development initiatives, and measure and track employee attrition as a success measure.
Foster a culture of accountability, collaboration, and innovation across diverse teams.
Conduct regular performance reviews, succession planning, and leadership coaching to ensure organisational resilience.
Lead the regional team through periods of transformation and growth, ensuring employees are supported, informed, and empowered as the business evolves.
Strategic Leadership
Develop and execute regional support strategies aligned with global objectives and growth targets.
Collaborate with other leaders both within Support and across Customer Experience on transformation initiatives to scale support operations, including partner‑led support, automation, self‑service, and AI‑driven support tools.
Represent the voice of the customer in regional and global leadership forums, influencing product roadmaps and service enhancements.
Maintain readiness to contribute to global strategic planning and decision‑making when required.
Customer Experience & Escalation Management
Own regional escalation visibility to the GTM team, ensuring timely and effective resolution of high‑impact issues. Help organise and participate in on‑shift and on‑call rotas as required to ensure engineer and leadership coverage.
Provide monthly reporting on regional support performance, highlighting trends and improvement opportunities.
Champion proactive support models, predictive analytics, and customer engagement strategies to reduce churn and enhance loyalty.
Cross‑Functional Collaboration
Partner with Product, Engineering, and Customer Success to align support capabilities with evolving customer needs and product changes.
Collaborate with HR, Finance, and Legal on workforce planning, budgeting, and compliance matters.
Lead regional communications and change management efforts, ensuring alignment with global initiatives.
Required Experience
10+ years in customer support leadership roles, ideally in high‑growth B2B SaaS or technology environments.
Proven success in scaling support operations across multiple regions or business units.
Strong understanding of support metrics, tooling (e.g., Salesforce, Gainsight), automation strategies, and AI‑driven solutions.
Experience managing teams at scale, including remote and multilingual support functions.
Ability to operate effectively at an executive level, influencing global priorities and contributing to strategic decisions.
Preferred Experience
Leadership experience in companies undergoing significant multi‑year growth and operational scale‑up.
Familiarity with global support models, including follow‑the‑sun and tiered support structures.
Experience with crisis management, service continuity planning, and partner support models.
Experience with theatre‑level support opportunities and challenges, including cultural requirements and language needs, and time‑zone coverage.
Benefits
100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance discount
Life insurance
Commuter benefits
401(k)
Employee Assistance Program
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Oversee day-to-day operations of the regional support team, ensuring KPI delivery across the diverse product suite. Balance ensuring a globally consistent and scalable approach to support with regional customisation to ensure success in the market where needed.
Implement and monitor KPIs such as CSAT, Time to Close (TTC), First Response Time, and Escalation Rates, ensuring data‑driven decision‑making.
Drive continuous improvement through existing and future team performance and quality frameworks, leveraging analytics and benchmarking to identify gaps and optimise processes.
Team Development & Leadership
Build and lead high‑performing regional teams, including recruitment, onboarding, and career development initiatives, and measure and track employee attrition as a success measure.
Foster a culture of accountability, collaboration, and innovation across diverse teams.
Conduct regular performance reviews, succession planning, and leadership coaching to ensure organisational resilience.
Lead the regional team through periods of transformation and growth, ensuring employees are supported, informed, and empowered as the business evolves.
Strategic Leadership
Develop and execute regional support strategies aligned with global objectives and growth targets.
Collaborate with other leaders both within Support and across Customer Experience on transformation initiatives to scale support operations, including partner‑led support, automation, self‑service, and AI‑driven support tools.
Represent the voice of the customer in regional and global leadership forums, influencing product roadmaps and service enhancements.
Maintain readiness to contribute to global strategic planning and decision‑making when required.
Customer Experience & Escalation Management
Own regional escalation visibility to the GTM team, ensuring timely and effective resolution of high‑impact issues. Help organise and participate in on‑shift and on‑call rotas as required to ensure engineer and leadership coverage.
Provide monthly reporting on regional support performance, highlighting trends and improvement opportunities.
Champion proactive support models, predictive analytics, and customer engagement strategies to reduce churn and enhance loyalty.
Cross‑Functional Collaboration
Partner with Product, Engineering, and Customer Success to align support capabilities with evolving customer needs and product changes.
Collaborate with HR, Finance, and Legal on workforce planning, budgeting, and compliance matters.
Lead regional communications and change management efforts, ensuring alignment with global initiatives.
Required Experience
10+ years in customer support leadership roles, ideally in high‑growth B2B SaaS or technology environments.
Proven success in scaling support operations across multiple regions or business units.
Strong understanding of support metrics, tooling (e.g., Salesforce, Gainsight), automation strategies, and AI‑driven solutions.
Experience managing teams at scale, including remote and multilingual support functions.
Ability to operate effectively at an executive level, influencing global priorities and contributing to strategic decisions.
Preferred Experience
Leadership experience in companies undergoing significant multi‑year growth and operational scale‑up.
Familiarity with global support models, including follow‑the‑sun and tiered support structures.
Experience with crisis management, service continuity planning, and partner support models.
Experience with theatre‑level support opportunities and challenges, including cultural requirements and language needs, and time‑zone coverage.
Benefits
100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance discount
Life insurance
Commuter benefits
401(k)
Employee Assistance Program
#J-18808-Ljbffr