Sr. Manager, Global Advanced Support Services

Job description

Sr. Manager, Global Advanced Support Services
Professional Services United States

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Who We Are

We envision a world where every cyber asset is seen, secure, and compliant.



Forescout Technologies, Inc., a global cybersecurity leader, continuously identifies, protects, and helps ensure the compliance of all managed and unmanaged cyber assets – IT, IoT, IoMT, and OT.

For more than 20 years, Fortune 100 organizations and government agencies have trusted Forescout to provide vendor-agnostic, automated cybersecurity at scale.




What You Will Do

Forescout has an excellent opportunity for a strategic and business-focused Senior Manager of Global Advanced Support Services to join our high-energy, multi-cultural, world-changing team.

Reporting directly to the VP of Global Services, the Forescout Senior Manager of Global Advanced Support Services will ensure that the Professional Services Engineers (PSEs) and Technical Account Managers (TAMs) are fully supported, enabled and scheduled.

The Senior Manager will work closely with his/her peers across the Global Services team to ensure a smooth-running customer experience.

You’ll drive the delivery of a new Global Services product that currently supports hundreds of customers today.

This Services product will eventually be rolled out to all Forescout customers which is in the thousands.

You will be constantly looking for opportunities to improve our processes and methodologies to better serve our customers.


In this role you will:

+ Ensure the operational excellence of the Global Support Services and Technical Account Management functions and teams

+ Maintain a strong sense of urgency and full ownership of our customers’ experience while executing within a complex, matrixed structure, including oversight of work performed by indirect resources

+ Establish and scale a high-performing leadership team, enabling direct reports to manage critical functions, drive operational excellence, and foster team development.



+ Establish, implement, and enforce best practices, quality standards, and ongoing improvement processes

+ Ensure the delivery of high-quality services, communications and documentation that meets or exceeds customer expectations

+ Lead continuous improvement initiatives focused on enhancing customer experience, increasing customer retention, and improving operational efficiency

+ Effectively manage and resolve customer escalations promptly and in collaboration with both the customers and Forescout internal stakeholders

+ Analyze critical performance metrics and regularly report on team outcomes, customer value realization, case trends, CSAT, and related indicators while also defining new ones

+ Recruit, develop, and mentor a high-performing global team

+ Set clear performance goals and conduct regular performance reviews

+ Monitor and manage progress toward company targets for team utilization, revenue, and profitability; balance team workload and capacity according to customer and business priorities

+ Forecast future capacity requirements and prepare compelling business cases for necessary investments

+ Contribute to the development of the global Services strategy in alignment with overall company and organizational objectives


What You Will Bring

We encourage you to apply if you meet most but not all the desired skills and experience listed in this job posting.

We value competencies, aptitude, and a great attitude as supplement to experience.


+ Bachelor’s in business or related field

+ 8+ years of experience in a Professional Services and/or Support/Technical Account management position in a high-technology software industry

+ Comprehensive knowledge of Professional Services and/or Support processes and methodologies, including the ability to accurately interpret and make business decisions based on KPIs and metric

+ Experience building a high impact, global, customer facing team

+ Skilled in building and maintaining strong customer relationships and resolving their escalations effectively

+ Exceptional leadership, presentation, communication, and interpersonal skills.



+ Ability to collaborate and effectively communicate within a highly matrixed, global, cross-functional organization, including Professional Services, Customer Support, Sales, Customer Success, and leadership of all levels

+ Ability to manage multiple projects and competing priorities in a fast-paced environment

+ Strong problem-solving and conflict resolution abilities

+ Demonstrated financial expertise in budget management and forecasting, with a focus on resource planning and allocation

+ Deep understanding of the following areas: routing, switching (layer 2/layer 3), traffic monitoring/spanning, 802.1Q VLAN, VPN, LAN, WAN, and WLAN

+ FSCA, FSCE, CISSP and/or similar certifications a plus

+ A passion for cybersecurity

+ A self-motivated individual with a contagious ‘can do’ attitude


What Forescout Offers You

+ Competitive compensation and benefits–we cover 88% of employee and dependents’ health care premiums, 100% company paid employee life and disability insurance premiums, 401K match, generous FTO policy (U.S. only), option to purchase voluntary life, accident and critical illness insurance, employee assistance program, maternity and parental bonding leave with supplemental pay and much more

+ Collaborative and innovative environment –make an impact on worldwide security while working on the hottest technology

+ Leadership that supports and encourages professional growth and development

+ Want a glimpse of Life @ Forescout?

Check us out on Facebook and Instagram

+ Learn more @ www.forescout.com
Our Mission - Continuously identify, protect, and ensure the compliance of all cyber assets across the modern organization.


Our Cultural Values

+ One Team – We all work together, and we all win together.



+ Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.



+ Customer Driven – We listen, we learn, and we make it right.



+ Relentless – We're smart, determined, and find a way.

We figure stuff out.



+ Collaborative, without Ego – No one succeeds alone.

We strive to be the humble person that people want to work with.


Thank you for taking the time to learn more about us.



If this opportunity intrigues you, we would love for you to apply!


NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors.

Forescout does not accept unsolicited resumes from employment agencies.

  All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature.

  No fee will be paid in the event the candidate is subsequently hired because of the referral or through other means.




Forescout Technologies is proud to be an Equal Employment Opportunity Employer.

We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy.

We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Required Skill Profession

Other General