Senior Director: Global Client Support

 

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