Vice President, Services & Support
Grit Matters - Palo Alto, CA

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Continuuity delivers the industry's first Big Data application fabric, fueling the next generation of Big Data applications by making it fast and easy for any developer to build, deploy, scale and manage Big Data apps. Built by developers for developers, Continuuity offers a unified experience across the entire application lifecycle from development to DevOps.

Continuuity provides pre-packaged building blocks with higher level APIs, Datasets, tooling and documentation that make creating Big Data applications blazing fast. The cloud-based Continuuity AppFabric(TM), the first scale-out application server for Hadoop and HBase, is built on top of Hadoop open source components and shields developers from the complexity of Big Data and cloud infrastructure. With visually rich UIs, elastic scalability at the touch of a button and push-button app deployment from the developer's local machine to the cloud, Continuuity shifts the focus from infrastructure creation to business value creation. Built by a team that has worked on and run some of the biggest, most sophisticated Big Data systems in the world,

Continuuity is the future of Big Data application development. www.continuuity.com

As a member of the Continuuity executive team, the Vice President, Services & Support is responsible for;

Delivering the required leadership, programs, analytics, metrics and team to deliver a high-degree of customer satisfaction, reference-ability and an enhanced customer experience while furthering the adoption of Continuuity Products.

The Vice President, Services & Support reports to the Executive Vice President (EVP) of Sales and is responsible for the following:

Customer Support Organization

Working with the EVP of Sales, is responsible for providing customer support as required during the pre-sales process.
Assist with the development of the required programs, tools, documentation, systems and processes to provide support to Continuuity's growing ecosystem of developers using the Continuuity Developer Suite.
Assist with the development of the required programs, tools, documentation, systems and processes to provide support to Continuuity's growing ecosystem of partners to support their efforts with furthering the adoption of Continuuity Products.
Develop the required programs, tools, documentation, systems, processes and team to provide Level 1 through Level 3 Support to Continuuity's end customers and partners.
Initial responsibilities will include providing hands on customer support while building the global support organization.

Professional Services Organization

Working with the EVP of Sales, is responsible for the scoping and delivery of the required professional services and training as required (POC's, pilot projects, etc.) during the pre-sales process.
Working with the EVP of Sales, implement the necessary processes and methodologies to enable and deliver the required professional and consulting services to further the adoption of Continuuity Products.
Working with the EVP of Sales, author and enable the required training, programs, processes and methodologies for end customers and to enable Continuuity's growing ecosystem of partners to deliver the required training and professional services to further the adoption of Continuuity Products.
Recruit and train the required resources to staff-up and scale the Continuuity Professional Services (services, training, and project management) organization.
Manage all training and services specific subcontractor relationships.
Track and report all performance metrics for the successful delivery of Continuuity's services and training requirements.

Essential Responsibilities:
Build a global support and services organization.
Provide technical leadership, assisting with the analysis, prioritization and resolution of customer requirements and issues.
Assist with short and long term strategy planning for department aligning with company
Act in a hands-on support role until such time as the support team is fully staffed.
Accountable for operational results, including performance standards, metrics, and customer satisfaction.
Lead the execution and enhancement of technical support programs, personnel development, special projects and department policies.
Act as a technical point of escalation for complex, critical, or urgent customer issues with the ability to recognize severity and manage customer expectations.
Interact with other higher-level managers internally and externally, ensuring company objectives, customer service, and team needs are met.
Deliver a high-degree of customer satisfaction, reference-ability, and an enhanced customer experience while furthering the adoption of Continuuity Products.
Bachelor of Science in Computer Science, Business Technology or equivalent.
Prior executive experience in a technical, consulting, services delivery and software
10+ years of executive experience in an external customer-facing technology role (e.g. Customer Support, Technical Consulting, Professional Services Pre-sales, or Technical Account Management).
Prior experience building and managing a global services and support organization, preferably for an enterprise software and cloud / SaaS based product company.