Director, Enterprise Support
New
B
Backblaze External WebsiteCloud Storage
Remote - USFull-TimeDirector
Salary$160,000 - $175,000
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Job Details
- Required Skills
- Cross-functional Team LeadershipSaaS
Requirements
- Proven background in scaling a service delivery, TAM, or technical support function.
- Experience leading teams of technical individual contributors.
- Deep experience managing complex enterprise customer relationships.
- Demonstrated ability to build scalable operational structures and processes.
- Strong cross-functional influence skills across Engineering, Product, and Sales.
- Experience building reporting frameworks and using data to drive operational performance.
- Comfort working in a fast-moving environment with ambiguity.
- Bonus: Experience scaling functions at a SaaS or cloud infrastructure company.
- Bonus: Familiarity with cloud storage, developer tools, or infrastructure products.
- Bonus: Experience building or managing enterprise tiered service offerings.
Responsibilities
- Manage, coach, and grow a team of 7–8 Technical Account Managers.
- Partner with Sales, Customer Success, and Product to ensure strategic customers receive proactive support.
- Build delivery frameworks, workflows, and service standards to allow the team to scale.
- Establish KPIs, reporting cadences, and feedback loops for leadership visibility.
- Identify tooling, automation, and process improvements to increase operational capacity.
- Work cross-functionally with Engineering, Product, and Sales to resolve escalations and influence roadmap priorities.
- Codify deep technical expertise into repeatable, trainable processes.
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