EMEA Customer Support Director, Vectra AI
+Stock Options & incentive plan eligibility
Using AI to detect cyber threats
Be an early applicant
Using AI to detect cyber threats
501-1000 employees
Be an early applicant
+Stock Options & incentive plan eligibility
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
- At Vectra, we love to solve hard problems and embrace people who relish that. If you are different from the norm, excel in your field, keep challenging the status quo and care about building great customer experiences and love to collaborate with the wider global organisation, this role is a fit
- You have a successful track record of leadership roles in global vendor-support environments; well versed and comfortable in being a hands-on manager who leads and defines pivotal initiatives
- 10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company
- Experience in leading, building, mentoring and developing technical support teams
- Bringing passion for customer experience and customer satisfaction
- Developing, implementing and ensuring Standard Operating Procedures for standard and premium support programs
- Experience establishing and driving high standards for Service Level attainment in Support Operations
- 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
- The Director for EMEA will develop the dynamics that shape the global support organisation
- Joining now offers future career opportunities in a fast-moving environment
- The Director EMEA promotes a customer-first support culture that goes above and beyond what the customer expects to ensure that every customer’s engagement is exceptional and leads all aspects of team leadership of Support Engineers across EMEA by establishing clear expectations and coaching employees to achieve the Support department’s mission, while monitoring team performance, including customer satisfaction, ticket resolution and ticket trends
- Help scale and optimise the team for growth, identifying and promoting opportunities to maximise customer satisfaction through product improvements, training, tooling, online support, and self-service. Collaborate with counterparts in various departments across e.g. Engineering, Customer Success, Sales, executive level business partners, and cross-organisational team
- Collaborate closely with senior leadership to define and implement support strategies towards improving CSAT, productivity, and customer retention
- Handle support coverage and team capacity
- Define processes, systems, and tools that continuously drive scale and improve performance
- Report key indicators to senior management, assess metrics and take appropriate actions to continue to enhance Customer Support results
- Define goals, processes, and business Critical metrics to align performance of the Support team to business outcomes
- Team up with leaders across Sales, 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
With the increasing advancement of technology, the need to keep our data safe and secure has never been greater. With cyber-attacks on the rise, companies are looking for ways to deter this problem.
Vectra AI has developed an AI-driven cyber security platform that detects attacker behaviors 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 (award-winning) cybersecurity options on the market.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 10 rounds)
Apr 2021
$130m
SERIES F
Jun 2019
$100m
SERIES E
Total funding: $352.3m
Company benefits
- Vectra is proud to offer competitive benefits plans and comprehensive wellness programs for employees and their families (Varies by Country)
- Unlimited PTO
- Healthcare Packages
- Global Wellness Days
- Employee Assistance Programs
- Parental Leave
- Fertility Assistance
Company values
- Customer First - We consistently put customers first and care deeply about their success. This is where trust comes from, which is essential in everything we do
- Integrity - We conduct business with integrity and don’t ignore it when the pressure is on. Passion plus integrity enables excellence to shine through naturally
- No Drama Teamwork - We engage in lively and challenging debates and have the courage to be open-minded and change our views. This is how Vectra ensures customer success
Company HQ
West Valley, San Jose, CA
Articles
Leadership
Hitesh Sheth
(President & CEO)Former COO of Aruba Networks.
Salary benchmarks
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