Senior Director: Global Client Support

1 month ago

Atlanta, Georgia, United States Entersekt Full time

Why Entersekt

Founded over 16 years ago, with more recent investments from Accel-KKR, Entersekt is a leader in mobile authentication, mobile app security, and payments enablement technology, offering highly scalable products with a track record of success across multiple continents.

Entersekt enables secure digital transactions for leading financial institutions globally. We exist to create a world where everyone can transact digitally without fear or compromise. Currently, we protect the digital transactions of over 210 million active users on our platform and hold 120 active patents that recognize innovation in digital security, payments, and user experience. Entersekt offers their customers secure authentication and digital payments experiences that remove unnecessary friction. Entersekt has invested in, and created, a diverse product portfolio that positions the company well to execute on its expansion in North America and European markets.


The Ideal Candidate

This is a leadership role requiring very strong communication and organizational ability. The ideal person for this role is a seasoned, customer-oriented support leader with experience operating the multi-faceted service functions of a global software product company. Ideally, we'd love you to have experience supporting SaaS products in the financial services industry. You will need to develop an understanding and passion for our products' positioning and customer success strategy. You are a process-driven, collaborative team builder who gets your energy from building a team that can provide a world-class, global service experience.

The Role

This role is accountable for providing global client support in a dynamic 24x7 business. You will contribute to delighting our clients by efficiently leading and managing global support, providing operational feedback and identifying ongoing areas of improvement to drive efficiencies and scale the team. You will collaborate closely with the product team on roadmap enhancements to drive operational efficiency. This person will engage directly with clients as needed and serve as the point of escalation for any critical issues. You will review and refine the metrics for success on the team, focusing on how we can deliver the best client experience in the industry. We believe in empowering our people to grow, which means that one of your higher order goals will be to maximize the potential of each of the wonderful specialists in your teams. This will include building training programs, career paths and defining the strategy for ensuring our teams are able to support our broad range of solutions.

Responsibilities

  • You will be responsible for scaling our 24x7 client support capabilities and ensuring teams are cross trained where appropriate to support our robust solutions.
  • Develop, communicate, and maintain a strategy for the customer support division that aligns to the company's vision and strategy, with outcomes based on client success.
  • Collaborate effectively with product managers about the product roadmap, and the client delivery team to ensure a smooth transition from implementation to support. You will also need to collaborate well with our finance team around BI, metrics, and forecasting, as well as with the executive committee on key metrics.
  • Work with the team to plan the availability of people and teams to meet business and client needs for 24/7 global support and monitoring function.
  • Identify the best approaches to drive efficiencies on the team including strategies for knowledge management, automation/AI, client education and solution simplification with product to ensure we build technology that will allow us to grow efficiently.

People

  • Grow the knowledge, skills, and abilities of your management team. Develop a strong succession pipeline through all your teams and for yourself.
  • Instil a company-wide culture of client-focused excellence.

Customer support function

  • Ensure product support is available, knowledgeable and responsive.
  • Establish and enhance global support availability in response to business growth including assessing new skills or geographies that we should consider in the future.
  • Build and manage the requirements for product monitoring, alerting, logging, and incident management solutions to support our global footprint and internal teams.
  • Manage support-level agreements and engage with commercial teams and marketing to ensure new prospects understand the value our team will provide to them.

Skills and Experience

Successful candidates for this role will generally possess the following qualifications and skills:

  • A bachelor's degree.
  • 7+ years of experience in banking, other financial services, or fintech.
  • Previous success in working in complex B2B2C technology products.
  • Experience with a company building a SAAS business while migrating clients from legacy technologies.
  • Record of working with enterprise customers and solving for their needs with a technology product offering.
  • Proven track record of consistently exceeding targets.
  • Ability to work flexible hours as needed to support your team.
  • Willingness and ability to travel.

Personality Attributes

  • Confident, assertive, and able to take the lead in internal meetings and client calls.
  • Proactive problem-solver who like taking initiative.
  • Ability to collaborate cross-functionally to drive optimal client outcomes
  • High energy levels and resilience are key to being successful in an exciting and fast-growing fintech like Entersekt.


We place a lot of value on how we treat prospective employees and appreciate the time and effort that goes into job hunting. That is why we aim to keep the hiring process as quick and seamless as possible while ensuring the best possible fit for both you and the company.

Working at Entersekt is truly a dream. You get exposed to cutting-edge technology, colleagues who are leaders in their fields, and an awesome working environment that includes flexible hours, remote work, and plenty of growth opportunities.

Apply for this position by following the "apply now" tab and or viewing our other roles at Entersekt Careers page.

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