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Director, Customer Support

| Chicago
Kenna Security is revolutionizing cyber risk with a SaaS-based platform that uses data science to combine vulnerability data with exploit intelligence to measure risk, predict attacks and prioritize remediation. We are leading the way in helping Enterprises to reduce their risk while increasing their efficiency and preventing attacks.
The Director of Customer Support will be responsible for leading and scaling out an enterprise-class Customer Support team. We are looking for an excellent people leader who can also provide a strategic vision for the Support organization and ensure the customer experience is optimized. You will be responsible for the day to day performance and personnel management of our Customer Support and Support Engineering teams. You will also work with our Customer Success team to help manage retention and growth on existing accounts, and our Sales team to remove any technical support friction in the sales process. You will work closely with our Product and Engineering teams to ensure communication of defects and requested functionality from customers. You will lead efforts to define the team's process, and expand the team's capacity, coverage hours, and responsibilities.

DUTIES & RESPONSIBILITIES

  • Manage customer support and support engineering teams
  • Define team structure and separate roles
  • Ensure efficient communication and visibility of issues within team and to Customer Success and Sales teams
  • Develop capacity and workforce forecasting planning to keep pace with business and customer growth
  • Building internal and external technical documentation repositories
  • Building out a customer-facing support portal and integrating with existing internal tools.
  • Provide department performance metrics reports to Executive Leadership team
  • Expand coverage hours to meet needs of global customers
  • Works closely with company leaders to meet business goals and contribute to company growth
  • Continuously improve customer support process to optimize efficiency and the customer experience
  • Participate in customer meetings to strengthen relationships, resolve escalations and address the root cause of issues
  • Work closely with Product Management to guide platform improvements and define levels of support and pricing for customers.

QUALIFICATIONS & EXPERIENCE

  • 5+ years of proven success in leading, scaling and managing highly effective technical customer support teams
  • Strong written and verbal communications skills
  • Comfortable with the fast-paced and unpredictable nature of a tech startup
  • Experience managing a globally dispersed workforce
  • Experience leading cross-functional customer support initiatives
  • Experience leading support teams on enterprise-scale SaaS applications.
  • Strong belief in customer-first mindset

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

Read Full Job Description

Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

Location

Located in the heart of West Loop close to Restaurant Row, unique shops and attractions.

An Insider's view of Kenna Security

What’s the vibe like in the office?

Working at Kenna Security is...FUN! The people definitely make the difference. We are supportive of one another—respectful, motivating, challenging, creative, and diverse in every single way. This is what makes us unique, inspiring, inviting, friendly, honest, and challenging at the same time.

Tania

San Francisco Operations Manager

What projects are you most excited about?

I have a deep passion for and understanding of technology and how it can enrich our lives. Developing the Prioritization to Prediction research series has been an incredibly rewarding project. I get to work with some of the brightest minds in the security industry and help spread new knowledge to the greater cybersecurity community.

Dan

Director of Corporate Communications

What are some things you learned at the company?

I take a consultative approach in the sales process which enables customers to fully understand not only the WHAT of the solution, but also the HOW and WHY. Every day, I get to take my passion for security and data analysis and engage in conversations with really smart folks—and discuss ways to improve their approach to vulnerability management.

Angela

Senior Sales Engineer

How would you describe the company’s work-life balance?

The support system at Kenna is second to none. In addition, we have a team of extremely smart people when it comes to the engineering department and I am in awe of how much I learn from them every day. Flexible work schedules allow me to work at the best times for me and in the most convenient places.

Molly

Lead Engineer

What are Kenna Security Perks + Benefits

Kenna Security Benefits Overview

We offer our employees a full suite of benefits ranging from health and wellness plans, wealth management programs, flexible work arrangements and professional development opportunities.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Kenna offers standard and roth 401k plans with a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Pet Friendly
Acme Co.'s pet policy is Occasional bring your pet to work days.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Acme Co. hosts lunch and learn meetings weekly.
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