About SecurityScorecard:
SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.
Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Evolution Equity Partners, Sequoia Capital, GV and Riverwood Capital.
About The Role:
As the Sr. Manager, you will grow, develop and motivate a team of technical experts and lead day-to-day operations of the Support team. This role also serves as the single point of contact for a specified set of escalated accounts. This role is responsible for managing internal stakeholder and customer communication, troubleshooting independently and in partnership with engineering, and providing resolution of specific escalated technical issues to the customers satisfaction. This role is expected to be available on an as needed basis to investigate and manage escalated customer issues.
The ideal candidate will have excellent time management skills and a customer-centric, consultative approach. The measures for success in this role are a high-performing support team that results in unparalleled customer experience coupled with excellent efficiency and efficacy.
What You Will Do:
- Build and retain a high-performing support team that delivers against business goals and meets SLAs
- Handle complex and/or escalated technical service issues and claims with heavy focus on communication with customers, clients, affiliates, vendors and other departments
- Build tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance
- Lead engagement with the Development Engineering team, including bug reporting/resolution processes
- Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to engineers and management, as needed
- Develop, own, and drive action plans for technical escalations.
- Communicate customer priorities to Product and Engineering
- Lead escalation management activities and coordinate cross-collaboration with the global team to ensure customer satisfaction.
- Manage customers through issue resolution including customer meetings, status reports, updates, and troubleshooting.
- Investigate customer technical issues and articulate customer concerns across Sales, Product and Engineering
- Participate or lead Critical Accounts Calls
- Ensure Customer, Customer Success and Sales satisfaction is met before an account is “deescalated”
- Identify possible escalated cases and accounts and delegate to team members to develop. an action plan around the issue
- Collaborates with Customer Support on Escalated tickets and works them to completion
Basic Qualifications:
- Bachelor’s degree in Computer Science, IT, or other related field
- Or equivalent work experience
- 7+ years total professional experience
- 5+ years of demonstrated experience in Technical SAAS product support for enterprise level clients and
- 2+ years in managerial capacity.
- Excellent verbal and written skills specifically in the documentation and presentation of findings.
Additional Qualifications:
- Exceptional negotiation skills to ensure the technical issue is resolved by the customers and SecurityScorecard standards.
- Strong interpersonal skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups.
- Demonstrated ability to juggle and prioritize a high volume workload while handling details accurately, in a timely manner, and under pressure; strong organizational skills.
- Knowledge of cybersecurity attack vectors is a plus.
- Strong understanding of how the Internet works to be able to solve domain and IP attribution challenges.
- Demonstrated success as a highly creative, curious technologist and problem solver.
- Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals.
Our Benefits:
- Competitive salary
- Health Benefits
- New Parent Leave (after six months)
- PTO
- Access to learning platform & company professional development events
- Employee Referral Bonus
- Additional benefits including employee stock options, tuition reimbursement, EAP, and more
S[CORE]card Values
Solutions Focused: We identify problems then quickly shift to solutions.
Customer Centric: We are obsessed with making our customers happy.
One Scorecard: We are one team that embraces diversity, fun and collaboration.
Resilient: We persevere through obstacles.
Embody #SecurityDNA:We practice what we preach.
Awards & Recognition
https://securityscorecard.com/awards
Top 10 Cybersecurity Experts 2021 - Dr. Aleksandr Yampolskiy
CEO of the Year - Dr. Aleksandr Yampolskiy
Best Cybersecurity Company
Deloitte Technology Fast 500
The Forrester New Wave Leader, Cybersecurity Risk Rating Platforms
SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.
We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].
Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.
SecurityScorecard does not accept unsolicited resumes from employment agencies.