Transmit Security is the leader in identity orchestration.  We solve some of the most complex challenges in security and usability.  Our technology enables large enterprises to standardize and simplify their identity infrastructure to accelerate time to market and reduce the cost of new account opening, authentication, authorization, compliance and fraud prevention related initiatives.  

We are looking for candidates who are able to change the way companies do business. You must have strong analytical skills, a process and systems-oriented mindset, be extremely well organized, and be able to facilitate cross-organizational collaboration to drive actionable and measurable results. Candidates must have the ability to adapt quickly to the evolving needs of a high-growth SaaS business and create pragmatic and innovative solutions to complex business problems.

The Vice President, Global Customer Support will be responsible for managing and building Transmit Security’s Customer Support organization globally.  The Customer Support team provides technical assistance 24x7x365 to resolve complex technical issues by triaging, troubleshooting and restoring the functionality of the complete Transmit Security Solution. The selected candidate must be able to drive and manage the delivery of short and long-term customer support services to Transmit Security Customers. 

This role can be remote, anywhere in the United States. 

Responsibilities:

• Lead Customer Support service delivery, providing management and oversight of projects and staffing including project assignments and capacity planning. 
• Be responsible for Transmit Security Platform issues reported by Transmit Customers such as  functionality, usability related issues, and complex issues
• Identify project risks early and assist by providing prudent and timely recommendations for risk avoidance, managing customer expectations; 
• Create and execute project work plans and revise as appropriate to meet changing needs and requirements
• Communicate effectively with customers to identify needs and evaluate alternative business solutions,  continually seeking opportunities to increase customer satisfaction and deepen customer relationships; 
• Directly supervise Customer Support consultants; conduct employee performance reviews/evaluations and career development discussions; recommends performance ratings; train and coach to develop and enhance the performance and skills of team members; participate in the interviewing, selecting, hiring and releasing of employees; ensures training of new staff
• Drive results in alignment with business objectives; lead/facilitate internal meetings as well as customer meetings . 
• Oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of delivery. 
• Establish strategic plans along with other business leaders and maintain strong relationships with solutions delivery, the sales team, customer and account managers and other business leaders in support of cross-product businesses
• Serve as a core member of the Management Team. In this capacity, provides management with regular project updates; serves as a critical advisor and helps to set the direction for the customer support team, 
• Utilize appropriate data acquired from support tools - and other systems to drive maximum efficiency and Services profitability.

Qualifications: 

• BS or MS degree in a related field or equivalent experience is preferred
• Previous experience running Support for a SaaS based company
• Previous experience Supporting a product that has an Agile and Continual model
• At least 10 years of experience demonstrating management and leadership experience, preferably in a leadership role of professional services environment; Strong operational management, project management, consulting, technology and process improvement skills 
• Strong process management; communication/presentation and negotiation skills required
• Experience managing geographically diverse team members with a variety of cultural backgrounds. 
• Ability to manage a remote workforce across multiple time zones is a must 
• Frequent travel will be required (including international) once given current global health restrictions.
• Experience in a startup environment is a plus but not required

Transmit Security is committed to fostering, cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture, but our Reputation and Achievements as well.  We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other any other characteristics that make our employees unique. 

We require all candidates that receive and accept employment offers complete a background check before being hired.

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