Director of Managed Services

Welcome to the future of cloud networking and security!
Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner.
Cato is the brainchild of networking and security pioneers Shlomo Kramer (Check Point, Imperva) and Gur Shatz (Incapsula.) Cato Networks has raised $773 million dollars since 2015, achieving Centaur status with $200M+ in ARR, and a valuation of $3 billion dollars.
This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and secure cloud platform and is on a fast track to becoming the worldwide market leader – don’t miss it!
We are looking for a Director of Managed Services to join our team. You'll lead the services group, focusing on developing the teams, implementing improvements, and ensuring their success. You'll manage key enterprise customers, serving as the primary escalation point for their requests and issues. Additionally, you'll play a crucial role in developing Cato Services products by providing requirements and prioritizing bugs and new features to ensure our SLAs and customer needs are met.
Responsibilities: 

• Lead and expand the Services group, fostering a culture of continuous learning, improvement and high performance.
• Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of the product and service. Include helping to plan future product roadmaps and releases related to the services team, prioritize fixes/enhancements.
• Recommends workflow, service, and internal improvements to enhance the customer experience and efficiency of the team.
• Serve as escalation point of contact for customer issues, ensuring that they are addressed promptly and effectively .
• Coordinate with engineering, product management, and customer support teams to drive issue to resolution.
• Maintain consistent communication with stakeholders and customers, providing regular updates and setting realistic expectations.
• Track and manage critical escalations, identifying patterns and trends, and implementing process improvements to prevent recurrence.
• Prepare and present regular reports on escalated issues, including root cause analysis and resolution timelines, to senior management.
• Conducts performance analysis based on support metrics and dashboards.
• Continuously improve service delivery based on customer feedback.
• Participates in the sales meetings to promote growth of premium Support offerings.
  

• Minimum of 5 years of experience as a Managed Services Director or a similar role within the networking domain.
• At least 8 years of experience in technical support roles.
• Strong understanding of networking and security concepts, protocols, and technologies (e.g., TCP/IP, routing, switching, firewalls, VPNs).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to manage customer relationships effectively.
• Ability to work under pressure and manage multiple priorities simultaneously.  
• Fluency in written and spoken English is a must.   
• Proven ability to work with customers and collaborate with colleagues using strong communication and problem-solving skills.
• Relevant certifications (e.g., CCNA, CCNP, ITIL) - an advantage .