Customer Support Director, Drata
$159.8-246.8k
Plus equity
Security and compliance automation
Job no longer available
Security and compliance automation
501-1000 employees
Job no longer available
$159.8-246.8k
Plus equity
501-1000 employees
Company mission
To help companies earn and keep the trust of their users, customers, partners, and prospects.
Role
Who you are
- 10+ years of post-sales experience in a technical support role, or equivalent position, ideally in B2B SaaS
- Minimum 5 Years (8+ years preferred) of proven experience in leading and scaling technical customer support teams
- Extensive customer-facing and escalation management experience required
- Exceptional verbal and written communication skills, and comfort with leading presentations and trainings
- Experience with and understanding of technical support and customer success best practices
- Comfort in the usage of customer support, ticketing and analytics tooling; prior usage of Intercom, Jira and/or Sigma an added bonus!
- As a leader, you have a strong passion for ensuring not only our customer’s success but your team’s growth and development
- You have previous hands-on leadership experience and thrive in a fast-paced environment
- You want to make an impact and don’t mind getting your hands dirty; ownership and accountability are core values central to who you are
What the job involves
- In this role you will provide mentorship, direction and empower the current support team to build strong and lasting relationships with our customers
- You will hone in on the successes they have had in realizing CSAT scores consistently over 98% and response times that serve as one of our largest key differentiators
- You will work proactively with the team to continue to optimize and enhance the customer experience, while playing a major role in shaping Drata's future vision for customer support
- Develop and manage processes to empower the support team to offer technical assistance to customers in the most efficient and effective way
- Establish and monitor performance metrics, and goals for the customer support function, and present regular actionable insights to leadership
- Eliminate single point of failure processes via internal tooling and product development
- Provide mentorship and coaching to our team leads to enable them to hire, develop and mentor TSRs–building a culture of excellence
- Support and coach the team in customer interactions with CEOs, CTOs, CISOs, IT directors, and other security and compliance teams to ensure a clear path toward achieving success with multiple security, governance, risk, and compliance frameworks
- Develop training opportunities to enhance those experiences and improve understanding, listening and communication
- Lead the technical support team in handling critical incidents and escalations, ensuring timely resolution and effective communication with stakeholders
- Use current research and trends in technical support to make informed proposals and drive decisions towards strategic initiatives
- Evaluate and enhance technical support processes in order to increase efficiency and maintain industry leading customer satisfaction ratings
- Explore and implement additional support modalities
- Operationalize tiered support by customer segment, package selection and team expertise
Our take
Traditional manual compliance workflows are tedious, error-prone and extremely hard to scale, which presents special difficulties for rapidly growing companies in maintaining strong data security. Drata enables companies to manage compliance easily, by automatic monitoring and evidence collection, building a single picture of risk across the company.
The company has several competitors offering compliance automation solutions, including Vanta and Secureframe , but Drata is unique in automating the tasks themselves rather than generating notifications for teams to action. This approach has garnered Drata a client base of thousands of companies including bambooHR, Notion and Abnormal.
Drata has grown swiftly since its 2020 founding. Iconiq Growth and GGV Capital have led Drata's impressive funding rounds. It intends to use its influx of cash to invest heavily in research and development, and to roll out new features for auditors and startups.
Freddie
Company Specialist at Welcome to the Jungle
Insights
90% employee growth in 12 months
Glassdoor (3.4)
Company
Funding (last 2 of 4 rounds)
Dec 2022
$200m
SERIES C
Nov 2021
$100m
SERIES B
Total funding: $328.2m
Company benefits
- 100% coverage for medical, dental, and vision
- $500 annually towards personal development opportunities
- Unlimited vacation policy for strong, fully charged batteries
- Flexible hours and work from home (especially these days!)
- Reach your financial goals while reducing your taxes
- Pre-tax savings plans for healthcare and dependent care
- Work From Home Stipend
- Learning Enrichment Stipends
- 16 weeks fully-paid parental leave
- 401K Retirement Plan
Company HQ
University City, San Diego, CA
Leadership
Adam Markowitz
(CEO)Previously VP & GM at Instructure. Founder & former CEO of Portfolium. Has worked in Mechanical and Aerospace Engineering.
Daniel Marashlian
(CTO)Former Technical Advisory Board Member at the National University. Previously Senior Director Of Engineering at Instructure. Co-founded Portfolium and RapidEngage.
Troy Markowitz
(COO)Advisor at Knack and former Contributor to Forbes. Previously the VP of Strategy, Growth Markets at Instructure. Prior experience in Business Development.
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