Senior Director Of Technical Support

Join Our Mission: To Save the World from Unsafe Mobile Apps! NowSecure is the mobile app security software company trusted by the world’s most demanding organizations and most advanced security teams. The Senior Director of Technical Support directs and oversees all aspects of NowSecure’s customer support policies, objectives, and initiatives. This department is responsible for ensuring successful adoption of NowSecure solutions as well as ongoing success and technical support.

As the standards-based mobile app security and privacy company, NowSecure protects the Mobile App Economy. The world’s most demanding organizations, innovative mobile developers and advanced security teams entrust NowSecure to safeguard millions of mobile app users across banking, insurance, high tech, IoT, retail, hospitality, energy and government sectors. Only NowSecure delivers the full solution suite of continuous security testing for DevSecOps, mobile app supply-chain monitoring, expert mobile pen testing and training courseware with the depth, speed, accuracy, and efficiency to meet modern business demands. Dedicated to the open-source community and standards including OWASP, ioXt and NIAP, NowSecure is SOC 2 certified and recognized by IDC, Deloitte, Gartner and TAG Cyber.

Job Responsibilities:

• Report on Support and Customer Success metrics that line up with NowSecure Company Objectives
• Overseeing and managing the technical support teams.
• Establish and execute programs and initiatives that help drive improvements to customer satisfaction and success
• Help maintain and build customer relationships through leadership support
• Develop processes and procedures for Support SLAs based on customer segment and support package.
• Reporting directly to the SVP of Client Services, will be accountable for leading the technical support for infrastructure that supports our clients.
• Ensure high quality customer support and response times.
• Responsible for overseeing NowSecure’s Customer Support Policies, Objectives and Initiatives.
• Work with Support managers to highlight any opportunities for improvement related to process or business function
• Continue to grow our technical support team in partnership with executive leadership.
• Address escalated client issues by collaborating with cross-department resources as needed
• Work closely with Sales, Product, and Engineering departments to align on strategies, process, and opportunities to reduce churn and drive new business growth

Requirements:

• Demonstrated ability to foster customer relationships
• 7-10+ Years of experience leading technical support or customer success teams
• Must have experience working with Zendesk or similar software.
• Must have experience managing vendor relationships
• Demonstrated ability to lead managers and successfully manage distributed teams
• Demonstrated ability to work and foster relationships across teams and departments
• Experience working customer success management tools is a plus
• Demonstrated ability to improve upon and implement process improvements as needed
• Must have experience working at a solutions driven SaaS company

We Value Diversity

We believe that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value team members who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation & Benefits

• Comprehensive Medical/Dental/Vision coverage
• The salary band for this position ranges is competitive and commensurate with experience and performance.
• Company Retreats!!
• Remote work flexibility (Find your team members working across the U.S. and globally!)
• Paid Parental Leave
• 401K Plan with Company Match
• This position will be eligible for a competitive annual bonus and equity package.
• Unlimited PTO (And yes, we want you to use it!)
• Home Office Stipend
• The rare opportunity to work with sharp, motivated team members solving some of the most unique challenges with a passion for Mobile App Security!

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