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Job Description

Description

Securonix provides the Next Generation Security and Information Event Management (SIEM) solution. As a recognized leader in the SIEM industry, Securonix helps some of largest organizations globally to detect sophisticated cyberattacks and rapidly respond to these attacks within minutes. With the Securonix SNYPR platform, organizations can collect billions of events each day and analyze them in near real time to detect advanced persistent threats (APTs), insider threats, privilege account misuses and online fraud. 

Securonix pioneered the User and Entity Behavior Analytics (UEBA) market and holds patents in the use of behavioral algorithms to detect malicious activities. The Securonix SNYPR platform is built on big data Hadoop technologies and is infinitely scalable. Our platform is used by some of the largest organizations in the financial, healthcare, pharmaceutical, manufacturing, and federal sectors

Summary

As a key member of the executive team, reporting to the EVP Operations and Cloud Services, VP of Technical Support responsibilities will be building, operating and continuously improving Securonix Customer Support capabilities. The candidate should be a proven industry leader who will ensure Securonix is prepared operationally to continue to execute effectively and provide a positive customer experience – while scaling a high-performing and sustainable delivery model.    

Securonix needs a leader that will ensure high level of customer satisfaction and operational efficiency with respect to providing reactive and proactive support services. Today the team is at 100+ with 5 direct reports. Most team members are in the Dallas and Bangalore with a significant presence in other geographies working remote.  

The leader will be working cross-functionally with customer satisfaction and software engineering teams to ensure Delivery and Operations is integrated to drive success for our customers. The successful candidate will be a builder that can operate. Additionally, they will identify inefficiencies and develop a comprehensive plan to automate the process.

Responsibilities:

  • Create and implement a coherent Support delivery strategy, including improvements to efficiency, budgets, and processes as Securonix scales.
  • Successfully oversee and deliver projects, ensuring Securonix delivers true impact and value.
  • Recruit, develop, and lead a high-caliber delivery team.
  • Managing stakeholder relationships at the highest level, internally, externally, and strategic partners.
  • Support business development to support the company's growth and profitability objectives.
  • Ensure that customers realize immediate value from Securonix across the entire lifecycle, including customer satisfaction to ensure that every touch point clients have with Securonix is a world-class experience.
  • Help the company execute its growth plans by further scaling Securonix Support capabilities.
  • Identification of risks, which affect program deliverables.

Qualifications:

  • Has led a Support organization towards automation, ran SaaS Support securely in the cloud, and oversaw a large scale enterprise customer base.
  • Customer success function is also critical (unhappy or wants something). Team will be the first responders and will need to triage the situation efficiently.
  • Strong leadership in a SaaS Support organization with significant revenues, building high performance Support teams with an emphasis on automation.
  • Experience in managing Support teams in a high-growth, global model.
  • Ability to persuade, carry influence, and rally diverse interest toward common goals.
  • Ability to develop programs and framework required for design of metrics, analytical tools, benchmarking activities, and related reporting for the identification of best practices.
  • Proven track record in delivery of multiple parallel initiatives.
  • Proven track record of operational process change and improvement.
  • 15+ years of work experience in a leadership position in Support, including 5+ years In SaaS.

Characteristics:

  • Execution oriented with strong attention to detail.
  • Ability to lead strategic planning sessions challenging the status quo where appropriate and drive decision making process.
  • Experienced in consulting with project stakeholders, including the skills to resolution of conflicting requirements.
  • Strong consulting and stakeholder management skills and the ability to build and foster internal relationships.
  • Ability to think strategically as well as the ability to handle details.
  • Exceptional relationship-building skills demonstrated by ability to grow and nurture relationships with internal stakeholders.
  • High energy and passion for the job.

Securonix, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Securonix complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.


 

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