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Stack Exchange // network of Q&A communities
 
New York City    Posted: Saturday, March 07, 2020
 
   
 
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JOB DETAILS
 

Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, & build their careers. More than 50 million professional & aspiring programmers visit Stack Overflow each month to help solve coding problems, develop new skills, & find job opportunities.

We partner with businesses to help them understand, hire, engage, & enable the world's developers. The products & services are focused on technical recruiting, developer marketing, and enterprise knowledge sharing. Our clientele includes Google, Microsoft, Bloomberg, & many other Fortune 500 names.

The Director of Technical Services is a leadership position reporting to the VP of Customer Success. In this role you will lead Stack Overflows technical service strategy as well as directly manage the Success Engineer, Product Support & Professional Services teams. This role is for a collaborative leader within an environment where your experiences, effort & ideas will matter. Youre relaxed yet professional, eloquent yet casual, & pleasant yet persuasive. Most importantly, you want to believe in the product youre supporting & can offer strategic guidance toward enhancing its value to customers.


What youll do:

  • Develop the global strategy for the Stack Overflow technical services division, determining teams, tools, programs & delivery mechanisms to enable scale & support systems & growth pathways
  • Directly impact Stack Overflow customer retention by leading your teams to provide innovative & sustainable product solutions
  • Ensure published service level agreements are met & that there is adequate personnel coverage to meet the needs of the company & the support of its customer base
  • Act as a technical liaison or subject matter expert in matters of support to cross-functional departments
  • Gather & interpret customer requirements, draw appropriate conclusions, & suggest next steps to align internal capabilities with external deliverables
  • Develop support & enablement plans & strategies to ensure the team is aware of new product features, consulting techniques, & methodologies
  • Oversee the relationships with our networks of tools & contractors, ensuring vendor relationships are being managed efficiently & cost-effectively
  • Establish Professional Services support mechanisms to align with custom engagement requests prompted by key customers, including pricing & packaging strategy
  • Partner closely with Product & Engineering to develop a formal feedback channel & serve as the technical counterpart for the Stack Overflow post-sale ecosystem
  • Stay up to date on the full range of Stack Overflow products & other industry trends
  • Represent Stack Overflow as a key escalation point, able to present to internal & external audiences, as needed
  • Provide leadership through coaching, feedback, development goals, & performance management
  • Travel when required, including some international travel outside of standard office hours (<20%)

What you'll need to have:

  • 7+ years of experience in Professional or Technical Services, preferably within a SaaS model
  • 4+ years of experience in a management role leading at least 4 or more team members and/or multiple functions within a post-sale environment
  • Background & expertise in building new service capabilities to accommodate growth, scale & global reach
  • A passion for customers & a dedication to providing a best-in-class service experience
  • Experience with software implementation or consultative roles (or equivalent experience)
  • Experience recruiting, coaching, & developing team members
  • An ability to adapt quickly to new software & constantly changing business requirements
  • Experience collaborating with international teams & remote team members
  • An ability to use data to analyze results & make data-driven decisions
  • Superior communicator & strong relationship builder
  • College degree (BA/BS)
  • Experience with tools such as Salesforce & Gainsight, is a plus
What youll get in return:
 
 
 
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