We are looking for a Director of Customer Support Services to lead the post-sales technical support function at Securiti.ai. If you have a track record of building customer technical support function for successful SaaS and Technology companies then we would like to hear from you. This is NOT an IT support role.
Securiti has been widely recognized as an industry innovator, being named “Most Innovative Startup” at RSA Conference, Leader in the Forrester Wave Privacy Management Software, and winner of the IAPP Innovation Award. The company is being built by proven serial entrepreneurs and executives who have successfully built and scaled high growth global companies before. If you aspire to work on cutting edge technologies and frameworks, side by side with some of the smartest technologists, this may be a unique place for you.
As our Customer Support Director, you will have a responsibility for the success of our customers by delivering white-glove post-sales support experience, including responsive and rapid resolution of customer issues with Securiti’s product offering(s).
Key Responsibilities
- Drive the overall post-sales engagement with the customers for Technical Support. Mature a tiered support model across a global support organization that delivers follow-the-sun 24x7x365 support coverage.
- Develop and execute customer support SOPs and Runbooks for customer issue remediation.
- Build and lead a team of talented support engineers.
- Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. Prior technical support experience with a Data Privacy and Security company as well as Cloud Security is highly desirable.
- Institute and develop support dashboards and operational metrics by leveraging CRM, Support systems, and DevOps system, with a specific focus on customer SLAs, CSAT and NPS metrics.
- Interface with engineering and product management to provide a feedback loop that includes repeatable IP in the form of implementation tools, customer insights, support knowledgebase and quality improvements. Formalize and drive customer issue escalation process, with compliant internal SLAs between Support and Engineering organizations.
- Interface with sales and marketing for smooth transition from pre-sales to post-sales, ensuring customer lifecycle continuity, thereby minimizing churn and maximizing customer LTV.
- Drive a P&L business plan for post-sales support, including forecasting budgets and financial plans.
Experience and Skills
- Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a manager of technical support.
- In-depth understanding of technical support processes, playbooks and metrics.
- Hands-on experience with people management, project management and budgeting. Demonstrated success with hiring and developing technical support organizations.
- Proficiency in one or more Support systems, such as Zendesk.
- Executive presence with excellent communication and leadership skills, and a proven track-record of collaborative success with customers, vendors, staff and internal business partners.
- Deep understanding of Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization, is a strong plus. NOTE: This role requires very strong hands-on technical skills and leadership.
- Up to 20% travel (domestic and international).
About Us
Securiti is an innovation leader in Autonomous Data Intelligence, Governance, Privacy and Protection. The exponential growth of data brings massive new opportunities, but also brings increasingly perilous security, compliance, and privacy risks. At Securiti, our mission is to enable organizations to safely harness the incredible power of data and the cloud by controlling the complex security, compliance, and privacy risks. With a foundation in AI-powered sensitive data intelligence and a team that was responsible for developing and deploying the market leading CASB & DLP technology, we are able to create a platform from the ground up that leverages robotic automation and workflows to solve complex privacy, data, and security business challenges, including simplified compliance with GDPR, CCPA, LGPD and other regulations. Granular insights into structured and unstructured data enable organizations to collaborate, monitor risk, control access and protect sensitive data at petabyte scale in minutes. Ease of use, quick to deploy and customizable are all reasons why companies select Securiti versus stitching multiple vendors together to address their challenges.