Director of Production Services

FairWarning is hiring a Director of Production Services to lead and develop a world class Global Production Services team. As FairWarning continues to grow and expand globally, this role is viewed as critical in helping with our growth.

Below is more about our customer base and what the role entails:

  • Global customer base covering North America, Europe, and Asia Pacific
  • Ensure “always on” products through the use, maintenance and development of automated “Self-Healing” products and services
  • Resolve issues with customers by listening to their problems and finding reliable solutions that fix the root cause of the issue, not just the symptom
  • Provide a “Rock Solid” and massively scalable platform through monitoring, configuring, tuning and maintenance of batch, database, and system services
  • Enable customers to use FairWarning products through always available customer training and help

Description of Role

This is a customer-centric role. The Director of Production Services will have a major impact on our customers’ ability to protect and secure their most sensitive and private data. The Director of Production Services leads the monitoring, use, and development of Self-Healing products and services to discover and fix problems before they affect our customers. The Production Services team is responsible for proactively monitoring and managing global mission-critical production environments. As a leader of the team, you will interface with customers as well as many FairWarning teams daily to efficiently and effectively resolve the technical issues our customers encounter. The Director of Production Services will set the vision, strategies and goals for Production Services and will help build and lead a 24×365 Production Services team. On a daily basis, the Director of Production Services can expect the following:

  • Work with Customers, Managed Services, Implementation Teams, and Customer Success Teams to ensure all customer cases are addressed quickly and correctly the first time.
  • Ensure customer integrity of key metrics as defined by the business
  • Track and communicate goals and key metrics to Management teams
  • Manage, lead, mentor and grow production services team members technical and business skills

Background

Successful candidates have the following background:

  • Minimum of 10 years of related experience in a global technical support environment with a successful development and management track record
  • Proven leader with a successful track record of supporting a global growing customer base across SaaS and on customer premise appliance systems
  • Top performer with a documented track record of driving customer success and aligning within complex customer organizations from executives to all levels
  • Experience with Healthcare, Information Security, Cybersecurity, SaaS solutions, Managed Services preferred
  • Proven ability to build, lead and mentor a global team of production services specialists
  • Proficiency with Customer Relationship Management system required
  • Good understanding of technical escalation procedures and the key drivers of customer satisfaction

Characteristics of Successful Candidates

FairWarning operates a customer-centric business model with strong teamwork across the business. FairWarning’s Production Services philosophies begin with listening and problem solving for our customers. As such, successful candidates will have the following characteristics:

  • Great Listener. A successful candidate actively listens to customers through daily communication to collect feedback about their experience, usage, and solution ideas.
  • Team Player. A successful candidate will develop excellent working relationships with Solution Specialists, Implementation Managers, and other FairWarning team members to ensure a superior ongoing experience for customers to achieve their program goals and optimize their investments with FairWarning. They will be persistent, competitive, and highly self-motivated.
  • Problem Solver. A successful candidate can quickly and clearly identify issues impacting the value customers are experiencing from their solution and determine the next steps to resolve it.  They will have the ability to understand customer success requirements, develop and guide success plans, and help customers accomplish plans to increase value over time.

Additional Information About FairWarning and the Opportunity

  • FairWarning has a proven track record of developing, selling and servicing patented, market-leading product and service offerings
  • FairWarning has been voted a Top Workplace for five (5) consecutive years
  • Proven, stable and profitable for ten consecutive years
  • Successfully executing on unique & differentiated vision of radically simplifying cloud security
  • Multiple patents and trademarks on FairWarning product technology
  • Multi-billion dollar growth market for FairWarning’s cloud security offering
  • For more information on FairWarning and our latest successful offering, FairWarning for Salesforce, visit FairWarning.com
2017-12-08T14:59:11+00:00