Senior Manager of Premium Support, BigID
$160-190k
+ Variable/Bonus Compensation + Equity Incentives
Data intelligence platform for business
Be an early applicant
Data intelligence platform for business
501-1000 employees
Be an early applicant
$160-190k
+ Variable/Bonus Compensation + Equity Incentives
501-1000 employees
Company mission
To enable organizations to know their enterprise data and take action for privacy, protection, and perspective.
Role
Who you are
- Our ideal candidate has hands-on experience leading a Premium Support team and excels in mentoring, motivating, and driving team performance
- Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) or equivalent experience
- 7+ years in a customer support or technical support role, with at least 3 years in a people management role
- Experience managing support for enterprise-level, strategic accounts, with a deep understanding of customer success and relationship management
- Proven success in managing global teams, with an emphasis on alignment across time zones and collaboration
- Excellent communication skills with a customer-first mindset, capable of engaging effectively with executive-level stakeholders
- Strong analytical skills with a track record of using data to drive decision-making and process improvements
- Proficiency in support software and platforms (e.g., Salesforce, Zendesk) and familiarity with CRM and case management best practices
What the job involves
- Join a people-centric culture that is fast-paced and rewarding: you’ll have the opportunity to work with some of the most talented people in the industry who value innovation, diversity, integrity, and collaboration
- We seek a strategic, customer-focused Senior Manager to lead our Premium Support Team, which delivers high-touch, personalized support for our most strategic customers
- This global team of engineers works closely with assigned accounts, providing proactive, consistent, and expert support on all customer issues, ensuring a superior support experience across all time zones
- The Sr Manager will play a key role in building and nurturing strong customer relationships, driving team performance, and optimizing support strategies to meet and exceed customer expectations
- Lead and mentor a team of dedicated Premium Support Engineers, ensuring high performance, engagement, and professional growth
- They are passionate about fostering team growth to support an expanding customer base and ensuring exceptional service for our most strategic accounts
- Foster a collaborative, customer-centric culture within the team, ensuring alignment with company values and customer success objectives
- Ensure the team provides comprehensive, responsive support across all time zones, maintaining the highest standards of quality and timeliness
- Serve as the primary escalation point for Premium Support issues, working to resolve complex, high-stakes challenges and ensure customer satisfaction
- Build and maintain trusted relationships with strategic customers, providing executive-level insights, updates, and proactive support planning
- Actively partner with Account Management, Customer Success, and Sales to ensure that support efforts align with broader account strategies and customer goals
- Develop, track, and analyze KPIs and metrics to monitor support effectiveness, identify areas for improvement, and drive accountability
- Implement best practices in support workflows, case management, and incident resolution to enhance customer experience and team efficiency
- Collaborate with cross-functional teams (Product, Engineering, Services, and Customer Success) to ensure effective knowledge sharing and swift issue resolution
- Create and execute strategic plans to scale and optimize the Premium Support model, enabling effective global support coverage
- Identify and implement tools, resources, and training needed to continuously elevate the team’s technical skills and customer engagement capabilities
- Keep up with industry trends and customer feedback to proactively evolve the Premium Support offering, ensuring alignment with the needs of our most strategic customers
Our take
Data is a critical factor for any business, from finance to retail to technology and beyond. After the General Data Protection Regulation was introduced in 2016, companies were forced to reconsider their approach to data privacy and security. The founders of BigID saw this opportunity and launched their company in the same year.
BigID develops software that helps companies have secure customer data and satisfy privacy regulations. It uses advanced machine learning and identity intelligence to help enterprises better protect their customer and employee data at a petabyte scale. The company helps organizations manage and protect their customer data, meet data privacy and protection regulations like the CCPA and GDPR, and leverage coverage for all data across all data stores.
The company achieved unicorn status after securing $200M over four successful fundraising rounds in three years. It is now honing the product that has delivered such success, with features such as expanded risk management with executive risk reporting, as well as new advanced ML-driven capabilities. On top of this, it has plans to accelerate its global expansion as it looks to capture more clients across the world.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Mar 2024
$60m
LATE VC
Apr 2021
$30m
SERIES D
Total funding: $306.1m
Company benefits
- Stock options
- Comprehensive benefits for you and your family
- Ability to work remotely
- Flexible hours and generous paid time off
- Professional growth opportunities + LinkedIn Learning
- Team fun & company outings
Company values
- Care - Care about the world, about each other, about our customers, about doing good work
- Do - Do what it takes to make a positive impact. Make a difference. Be a catalyst for growth
- Try - Innovate and explore. Chase possibility. Break things and rebuild to be better than before
- Shine - Celebrate your differences. Champion small wins and big ones. Shine bright
Company HQ
Chelsea, New York, NY
Articles
Leadership
Nimrod Vax
(Co-Founder & CPO)Nimrod worked at NetMount, Business Layers, and Netegrity after studying at Tel Aviv University. They then spent 9 years at CA Technologies, before leaving to found BigID in June 2015, where they have served as Head of Product since.
Dimitri Sirota
(Co-Founder & CEO)Previously co-founded API security & management pioneer Layer 7 Technologies, which sold to CA Technologies in 2013.
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