Director

• Lead, mentor, and coach a team of Technical Account Managers.
• Manage performance, conduct regular one-on-ones, and foster a positive, high-performing team culture.
• Deeply understand the product's capabilities, especially from a security and/or technical perspective.
• Oversee the successful technical onboarding of all new clients onto our application.
• Ensure a smooth and efficient process that sets customers up for long-term success.
• Manage a team that provides both reactive and proactive support.
• Ensure timely and effective resolution of customer issues and inquiries.
• Create and manage a rotating team schedule that provides technical support coverage from 8 AM to 2 AM, Monday through Sunday.
• Identify opportunities to improve team efficiency, communication, and overall service quality.
• Develop and implement best practices for client support and issue resolution.
• Act as a point of escalation for high-priority customer issues.
• Advocate for customer needs internally, working closely with product, engineering, and sales teams to drive solutions and improve the customer experience.
• Define, track, and report on key performance indicators (KPIs) for the team, such as response time, resolution time, support satisfaction scores (CSAT), and team productivity.

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