VP WW Support

Armis is looking for a few of the very best people in their field to join our A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—start up culture, enterprise level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better.

Ok, so what exactly does Armis do?

Connected assets are growing at an explosive rate, across every industry and every geo. In today’s world of smart devices and BYOD, these assets come from every direction and are found in every possible environment and industry. And they’re critical to success for every enterprise. And because every single asset represents a very real potential vulnerability, they’re also the last line of defense against today’s sophisticated cyber criminals.

Armis gives companies of every size—across every industry and geo—complete asset visibility, contextual intelligence, and continuous security. We have partnerships and integrations with the planet’s leading tech and cybersecurity players. And we’re building an incredibly smart and diverse global team of thought-leading technologists, creative visionaries and proven game changers who are ready to take Armis to the next level.

Position Summary

As the VP of Customer Support at Armis, you will play a pivotal role in ensuring our customers receive exceptional service and support. You will be responsible for overseeing and managing all aspects of customer support operations. You will lead a talented team of support professionals while leveraging your advanced technical knowledge. Your strong leadership skills, coupled with your understanding of support KPIs and experience in the cybersecurity industry, will drive the success of our customer support function

This is an on-site role for those based in Israel

Key Responsibilities

Leadership and Team Management:

• Provide strategic direction and leadership to the customer support team, ensuring alignment with company goals and objectives
• Recruit, train, mentor, and manage a diverse team of customer support professionals, fostering a collaborative and growth-oriented environment
• Define clear performance expectations, conduct regular performance reviews, and implement development plans to nurture team members' career growth
• Develop and manage the support budget, making resource allocation decisions that align with business priorities
• Design and optimize customer support processes to ensure efficient and effective issue resolution while maintaining high-quality standards
  
  

Customer Experience Excellence

• Establish and maintain a customer-centric culture within the support organization, focusing on delivering exceptional service and support to customers
• Develop and implement strategies to enhance customer satisfaction, loyalty, and retention, and measure success through key performance indicators (KPIs)
• Collaborate cross-functionally with product, engineering, and sales teams to address customer needs, provide timely solutions, and drive product improvements based on customer feedback
  
  

Technical Mastery

• While not expected to be completely hands on, you’re expected to become deeply familiar with the product, so you may provide invaluable guidance to team members and customers alike and contribute to technical conversations
• Maintain an up-to-date knowledge of product upgrades and enhancements for the support team. They will champion the sharing of technical knowledge across the team, promoting a culture of continuous learning
  
  

Data Excellence

• Utilize data extensively to monitor and analyze key support metrics as well as customer engagements and surfacing recurring issues
• Implement data-driven strategies to enhance support operations
• Work closely with both the product team and the data department to provide valuable product feedback to keep pushing the Armis product forward, reduce friction and improve customer independence
  
  

Continuous Improvement

• Drive continuous improvement initiatives to streamline workflows, enhance response times, and maximize the overall efficiency of the support organization
• Stay up-to-date with industry trends, best practices, and emerging technologies in customer support to ensure Armis Security remains at the forefront of customer service excellence
  
  

Stakeholder Engagement

• Collaborate closely with executive leadership to provide insights into customer support trends, challenges, and opportunities, contributing to the company's overall strategic direction
• Build strong cross-functional relationships to help foster a customer-centric approach around Armis and maintain close collaboration
• Engage with key clients to understand their unique needs, address concerns, and build strong, lasting relationships
  
  

Qualifications

• Proven track record of at least 8-10 years in technical customer support leadership roles for complex SaaS products
• Extensive technological knowledge, preferably with a strong background in the cybersecurity industry
• Expertise in providing support for products across cloud based, on prem and appliance based platforms
• Exceptional leadership and people management skills, with the ability to inspire, motivate, and develop high-performing teams
• Strong understanding of customer support KPIs, best practices, processes, and tools, and proven ability in utilizing them for identifying and implementing improvements
• Excellent communication, interpersonal, and problem-solving skills, with proven ability to collaborate effectively with cross-functional teams and customers
• Data-driven mindset with the ability to analyze metrics and drive process and product improvements
• Strategic thinker with the ability to align customer support initiatives with broader business objectives
• Experience in managing a geographically dispersed support team is a plus
• Strong empathy for customers and a passion for delivering exceptional customer experiences
• Bachelor's degree in a relevant field; advanced degree preferred - an advantage
  
  

The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.

Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.

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