Director of Customer Support, Vectra AI
AI cyber threat detection
Be an early applicant
AI cyber threat detection
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To make the world a safer and fairer place by using AI to see and stop threats before the become breaches.
Role
Who you are
- 10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company
- Passionate about customer experience and customer satisfaction
- Experience developing, implementing and enforcing Standard Operating Procedures for standard and premium support programs
- Experience establishing and driving high standards for Service Level attainment in Support Operations
- Experience building, mentoring and developing Support teams
- Extensive customer support background in a global vendor servicing international customers
- Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields
- Saleforce.com Service Cloud experience for case management, analytics and reporting
What the job involves
- For this role you should be a leading Technical Support Senior Manager or above, experienced in the leadership of technical support teams
- You are likely to already be an expert in your field, with a successful track record of leadership in global vendor-support environments. You also are well versed in being able and comfortable to be an hands manager and equally able to lead and defined strategic initiatives
- Successful applicants should expect to enjoy their new position at their local Vectra office, with flexibility to work from home when mutually agreed with your manager
- Promote a customer-first support culture that goes above and beyond what the customer expects, and ensure that every customer’s engagement is exceptional
- Oversee a team of Support Engineers and closely work with counterparts in various departments including but not limited to Engineering, Customer Success, Sales, executive level business partners, and cross-organizational teams
- Help scale and optimize the EMEA Support team for growth, identifying and promoting opportunities to maximize customer satisfaction through product improvements, training, tooling, online support, and self-service
- Provide individual and team leadership by establishing clear expectations and coaching employees to achieve the Support department’s mission
- Work closely with senior leadership and the support team to define and execute support strategies towards improving CSAT, productivity, and customer retention
- Manage a team of Support Engineers and day-to-day support delivery
- Monitor team performance, including customer satisfaction, ticket resolution and ticket trends
- Manage support coverage and team capacity
- Define processes, systems, and tools that continuously drive scale and improve performance
- Report key metrics to senior management, assess metrics and take appropriate actions to continue to enhance Customer Support deliverables
- Manage goals, processes, and business KPIs to align performance of the Support team to business outcomes
- Collaborate with leaders across Customer Success, Security Engineering, Professional Services, Engineering, and Product Management to deliver Customer Support insights, and identify and action areas of operational improvement
- Manage end to end Customer critical escalations and resolution
- Provide regular coaching and mentoring of direct and indirect reports to help achieve career development aspirations
- Establish a quality review process to measure and ensure adherence and compliance in quality of service and contractual obligations
- Be a customer advocate within the company at all levels
Our take
The increasing advancement of technology has created a need to keep our data safe and secure. And with cyber-attacks on the rise, companies are looking for ways to deter this problem. In response, Vectra AI has developed an AI-driven cyber security platform that detects attacker behaviours regardless of location.
The company continuously creates unique algorithm models for a host of current and new threat scenarios. What sets it apart from its competitors is the fact that its AI platform excels in detecting, clustering, prioritizing, and anticipating attacks. Alerts uncover attacker methods in action and are correlated across customer environments to expose real attacks.
Vectra AI has seen considerable global growth through its continued focus on platform innovation. Its expansion into new markets and locations has firmly established it as one of the top and award-winning cybersecurity options on the market.
Steph
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2021
$130m
SERIES F
Jun 2019
$100m
SERIES E
Total funding: $352.3m
Company benefits
- Unlimited PTO
- Healthcare Packages
- Global Wellness Days
- Employee Assistance Programs
- Parental Leave
- Fertility Assistance
Company HQ
West Valley, San Jose, CA
Leadership
Hitesh Sheth
(CEO)Former COO of Aruba Networks.
Salary benchmarks
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