Senior Director of Technical Services, Americas

Description

We’re growing and looking to hire a Senior Director of Technical Services for the Americas who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.

About the Role:

Claroty is seeking an experienced and driven Senior Director of Technical Services for the Americas to lead regional service operations, ensure outstanding customer experiences, and align with global initiatives. Reporting to the Global VP of Technical Services, this role plays a key part in delivering our mission of protecting cyber-physical systems by driving service excellence across North and South America.

The ideal candidate is a hands-on leader with a deep understanding of customer service in the cybersecurity or technology sector, proven regional leadership experience, and a passion for driving results through collaboration, innovation, and a customer-centric approach.

About Claroty:   

Claroty is on a mission to secure cyber-physical systems across industrial, healthcare, commercial and public sector environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in cyber-physical systems protection, with backing from the world’s largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.

Responsibilities

• Lead Technical service teams across the Americas, ensuring consistent, high-quality service delivery aligned with global standards and company objectives.
• Serve as the regional executive point of contact for key customer escalations, strategic accounts, and executive-level engagements.
• Translate global strategy into actionable regional plans, ensuring alignment with broader business priorities.
• Collaborate closely with Sales, Product, Customer Success, Support, and other functions to enhance the overall customer journey.
• Identify regional trends, customer needs, and feedback to inform continuous improvement efforts.
• Foster a culture of inclusion, accountability, and excellence within the regional teams.
• Support talent development, performance management, and succession planning across the region.
• Effectively manage regional budgets, forecasts, and resource allocation.

Requirements

Industry Experience:

• 10+ years of experience in the technology or cybersecurity space, including 5+ years in regional leadership roles overseeing customer-facing functions.
• Strong familiarity with the customer lifecycle, post-sales delivery, and service excellence best practices.

Leadership Experience:

• Demonstrated success leading multi-country or regional teams, preferably across North and South America.
• Proven ability to manage complex, cross-functional initiatives and influence across a matrixed organization.
• Proven track record of building high-performance teams.

Customer Service Expertise:

• Hands-on experience managing customer service or success teams, technical support, or consulting functions.
• Strong escalation management skills and the ability to build trusted relationships with enterprise customers.

Technical Expertise:

• Solid understanding of cybersecurity and industrial/OT security concepts.
• Ability to partner with technical stakeholders internally and externally.
• Operational technology experience will be highly valued but not essential. 

Education:

• Bachelor's degree in a relevant field (Business, Technology, Engineering).
• Advanced degree or industry certifications (e.g., MBA, CISSP, CISM) are a plus.

Desired Skills and Attributes:

• Strong leadership presence with excellent communication and interpersonal skills.
• Customer-first mindset with a passion for solving problems and creating value.
• Comfortable working in a fast-paced, remote-first environment.
• Results-oriented with strong analytical and operational capabilities.
• Bilingual Spanish/Portuguese a plus (due to LATAM coverage).
• Experience working in a global company with regional autonomy