You have two (among many) strengths: you're an incredible conductor of an orchestra made up of an array of diverse, yet interconnected, systems; you also have a deep sense of ownership to deliver excellence and solve problems that stems from your customer service mentality.

You know that customer happiness starts with a positive technical onboarding experience. You also know that to build longstanding trust with customers they need to be able to count on you and your team to answer their questions and solve their technical problems throughout their journey. By balancing just enough process with a clear lens on how to make data-driven decisions, you drive constant improvement in anything under your purview and, sometimes things outside of your line of sight as well. In parallel, your ability to listen, understand, and respond to customer needs (and coach your team on how to do so) is top notch. You know what good onboarding, service, and support look like, and you know how to engineer them into streamlined cross-functional operations.

You love to build and nurture diverse teams. You care for your people and constantly strive to automate the mundane, optimize the dynamic, and relish in the novel. After all, new stuff, and even surprises, is the fuel that helps you coach & mentor your team and ensure continuous career growth.

The heart of what we do at Expel lives at that sweet spot between our product, our Security Operations Center, and our Customer Success team, and we're looking for someone to ensure everything flows between these systems and teams beautifully. Focusing primarily on tech (virtual and otherwise) owned and run by our customers, your team is responsible for customer implementations and support. This begins with building a well integrated and configured technology foundation across Expel and our customers’ environments so that we deliver an excellent product and service experience.

Your team engages early in our customers’ journey by ensuring their security technologies are rapidly, accurately, and comprehensively onboarded. Operationally, your team works with customers to identify and integrate unique business context into the Expel product, monitors health & availability, adapts and responds to changes, and provides ad-hoc support and associated resources. As Expel grows, you apply discipline to turn unplanned work into standard operational changes and form relationships across business units to drive internal & business projects that further streamline operations.

Do you thrive in ambiguity and have a penchant for simplifying the complex? Can you measure what matters and ensure constant improvement? If so, we'd love to hear from you!

What Expel can do for you

• Offer you first-hand exposure across the customer journey and an opportunity to define and improve the customer experience for some of the most powerful and influential companies in the world
• Provide a constantly growing and changing environment to foster learning in both technical and non-technical areas
• Invest in your career development both via direct coaching, mentoring by a third party, and organizational investment
• Provide you outstanding access to the breadth and depth of security products, cloud infrastructure, and SaaS applications

What you can do for Expel

• Continuously mature our ability to efficiently onboard & ensure availability of customer technologies and associated data flows
• Support customers by integrating their business context into our platform, responding to requests with alacrity, and forward-deploying answers to drive self-service
• Monitor customer infrastructure health, identify & respond to all variations in health metrics to ensure a reliable flow of data into the security operations function
• Partner across the organization to build solid working relationships and identify additional work your team can pull into their scope
• Drive continuous improvement in key financial efficiency metrics for the CSE team

What you should bring with you

• A proven track record of managing SaaS technical Support and or SaaS technical customer onboarding teams / systems / processes
• Stellar written and verbal communication skills, and presentation skills
• Direct experience operationally managing and configuring security products/tools and cloud infrastructure (AWS, Azure, GCP)
• Extensive security industry experience with knowledge of the security product and services landscape and competitive dynamics as well as the wide array of security technologies spanning on-premises security products, cloud infrastructure, and security signal from SaaS applications
• Ability to drive decisions using data analysis and monitoring tools such as Datadog, Tableau, Domo, spreadsheets, etc.
• In-depth experience of building and leading ticketing and other operational workflows using systems like Zendesk, Servicenow, etc.
• Ability to manage effectively against business/financial metrics and budget
• Solid management experience and skills across core management behaviors including 1:1s, feedback, coaching, and delegation
• A commitment to cross-functional relationships, including conflict resolution and negotiation skills
• Ability to lead, scope, get buy-in, and drive a project from inception to completion on-time, on-budget, and with deliverables that demonstrate outcomes
• A college degree, 10+ years of experience or other compelling background

Primary Responsibilities

• Enable the broader CS and Expel organization to be successful through advancing and maturing our core customer support function and team
• Grow and mature the CS Engineering / technical onboarding function providing guidance, coaching, and a career path for the team
• Drive continuous improvement in key financial efficiency metrics for technical onboarding and technical support
• Define quality for the CSE function and track against leading and lagging metrics to ensure our ability to scale this quality anticipates organizational growth
• Maintain industry-leading technology onboarding times, holding both ourselves and customers accountable for next steps
• Continuously mature our ability to efficiently onboard & ensure availability of customer technologies and associated data flows we rely on to deliver service
• Monitor customer infrastructure health, identify & respond to all variations in health and operational metrics to ensure a reliable flow of data into the security operations function
• Allocate capacity for supporting product experimentation and ensure over-optimization doesn’t become the enemy of flexibility
• Build strong cross-functional relationships both within Customer Success and across Product, Engineering, the SOC, Sales, Marketing, and other teams at Expel

Additional notes

The base salary range for this role is between $170,000 USD and $210,000 USD + bonus eligibility and equity.

We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits

We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.

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