Sr. Director, Professional Services & Customer Support

**Please note that a background in network security is necessary in this role**

Lookout, Inc. is the endpoint to cloud security company purpose-built for the intersection of enterprise and personal data. We safeguard data across devices, apps, networks and clouds through our unified, cloud-native security platform — a solution that's as fluid and flexible as the modern digital world. By giving organizations and individuals greater control over their data, we enable them to unleash its value and thrive. Lookout is trusted by enterprises of all sizes, government agencies and millions of consumers to protect sensitive data, enabling them to live, work and connect — freely and safely. 

Reporting to the Chief Development Officer, the Sr. Director, Professional Services & Customer Support will be responsible for defining, building, and managing every aspect of our Professional Services and Customer Support organization. Your primary objective will be to ensure exceptional customer satisfaction, successful implementation of our solutions, and the continuous improvement of our support and services offerings. You will also develop a repeatable and scalable approach to implementing services and support to drive adoption and enable customer success. This is a leadership role and requires a combination of technical and customer-facing skills and the ability to coach and mentor your team.

Responsibilities:

• Ensure that the Professional Services team exceeds expectations in completing projects successfully, while meeting delivery targets with a high level of customer satisfaction
• Direct the installation and commissioning of Lookout’s Cloud security products. You will lead and direct distributed teams that work directly with our customers to integrate Lookout's services into their IT security.  You will build a team of customer savvy professionals who are able to understand varied network architectures, identity platforms, SaaS and Cloud API deployments
• Develop and implement strategies to deliver high-quality customer support, including issue resolution, technical assistance, and timely response to inquiries. Ensure the support team meets and exceeds customer expectations, building a long-term business relationship with the customer 
• Streamline Professional Services and Customer Support to enhance efficiency and scalability, while ensuring adherence to industry standards and best practices.
• Effectively manage critical customer situations and incidents, providing clear communication and resolution plans to mitigate risks and maintain customer trust.
• Establish key performance indicators (KPIs) and regularly report on time-to-value, customer support metrics, service delivery and on-time project completion 
• Ensure the support team meets and exceeds customer expectations, building a long-term business relationship with the customer 
• Continually learn and remain up-to-date with Lookout's products and services
• Manage resource assignments and staffing levels, including recruitment as needed
• Work with the Product, Engineering and Customer Success teams to contribute documentation and knowledge base and ensure alignment on customer needs, product enhancements and market trends.

Requirements: 

• 10+ years of managing Professional Services and Support organizations – ideally in SaaS and security software enterprises, with network and endpoint security being a plus. Extensive experience managing technical, cross functional professional services teams (e.g consulting, implementation, trainers, project managers and delivery partners.
• Bachelor's degree in a related field (e.g., Computer Science, Information Technology, Business Management) or equivalent practical experience. 
• Strong understanding of cybersecurity solutions, technologies, and trends, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
• Excellent knowledge and prior experience with network security technologies including: proxies, firewalls, SSL/IPSec, VPN’s, SSO, DLP, CDN’s, endpoint agents and encryption gateways
• Proficient in network architecture, the OSI model, TCP/IP networking technologies, and related protocols like UDP, DNS, DHCP, ARP, etc.  
• Experience leading identity platforms including OKTA, Microsoft AAD and their integrations
• Experience with market leading SaaS applications like Salesforce, Office 365, G Suite, Slack, ServiceNow, and Cloud APIs
• Demonstrable experience with systems installation, configuration and administration
• Ability to think strategically about business, products, and technical challenges. 

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The US base salary range for this full-time position is available below. We offer base + bonus + equity + benefits. The