Director – Support Engagement Lead

Ability to create, execute, and oversee long-term strategies that align with department and company objectives.
Proficient in communicating with senior leadership and key stakeholders across the business.
Experience recruiting, motivating, and developing a high-performing team of Support Engagement Leads; excels in coaching and mentoring.
Ensure the SEL team provides exceptional servicing and account management that drives high-value creation for our customer base.
Work closely with cross-functional teams, including Sales, Customer Success, Product & Engineering, to drive successful outcomes for customers and SEL.
Optimize team workflows and processes for efficiency and effectiveness, implementing metrics and KPIs to measure team performance and customer success outcomes.
Ability to manage budgets, deliver against forecasts, and identify efficiency and cost optimization opportunities.
Effectively allocate resources based on business needs and manage workload across the team to optimize productivity.

Develop and implement regional and global forecasts and strategies aligned with broader department and company objectives.
Manage regional financial performance, including budget planning, cost management, and execution of renewal strategies.
Foster key relationships both internally and externally, driving strategic partnerships and ensuring high customer satisfaction.
Communicate effectively with all stakeholders, representing Braze and the Support Engagement Lead’s interests in complex customer escalations.
Navigate complex business challenges, making high-stakes decisions based on foresight and data.
Support and deliver the SEL sales motion and positioning, from deal qualification to collaborative services pitching, through successful deal closure, renewals, and expansions.
Oversee resource management for your region, including strategic hiring, talent development strategies, and effective resource allocation.
Ensure compliance with regulatory standards and Braze policies.
Create new SKUs, line items, and bundled package offerings that catalyze growth, improve renewal/expansion rates, reduce churn, and increase contribution margin.

A background in technology or business through either a technical degree (e.g., in Computer Science, Business, Engineering, or a related field) or substantial career experience in technical roles.