Technical Support Engineer, Scale(India)

About SecurityScorecard

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. 

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Evolution Equity Partners, Sequoia Capital, GV and Riverwood Capital.

Senior Customer Support Manager for Scale accounts is responsible for building trusted and collaborative relationships with our customers and driving widespread adoption of SSC products at scale. By developing and delivering best-in-class 1:many customer engagements, you will be responsible for delivering increased value, customer satisfaction, and adoption across the SSC footprint.

Create empathy-driven experiences that complement and support our customers’ needs, while delivering widespread business value to customers both large and small. In this role you will become a power user of SSC, able to apply your product knowledge to directly solving customer problems. You’ll be expected to analyze the current state of our customers’ health and identify opportunities to engage with customers, delivering world-class service in a way that scales bionically. You will have a close working relationship with the product and design teams (to influence product feature decisions and priority) as well as the sales and marketing teams (to assist in positioning our product based on the most realistic and proven use cases we’ve learned in the field).

What You Will Do:

• Define, develop and deliver content and programs aimed at helping customers adopt SSC and prevent churn

• Ensure SSC customers drive maximum value from their investment in our platform, utilizing key features, APIs, and products that drive business value

• Monitor overall customer usage data, health indicators, and renewal dates to inform segment-specific success programs

• Run onboarding webinars and “ask Questions” webinars

• Create Knowledgebase articles to help customers self-serve.

• Build and nurture relationships across our customer base to cement our commitment to customers

• Quickly identify risks to long-term customer retention and employ strategies to remove roadblocks and deliver success

• Serve as a customer advocate to SSC’s Product team and the rest of the organization

• Represent yourself as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities 

PREFERRED QUALIFICATIONS & SKILLS:

• BA/BS or equivalent

• 5+ years of experience in Customer Success/Support Management or a related field

• Experience working with C-level Executives that includes meetings, high level presentations, and collaborative discussions

• Demonstrated ability to grasp complex topics and succinctly communicate these topics at levels of varying complexity based on audience

• Proficient in facilitating action-oriented meetings

• Ability to prioritize, multi-task, and perform effectively under pressure

• Ability to analyze information, make connections, and demonstrate deep-level thinking

• Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter

• Excellent relationship-building skills; ability to grow and nurture relationships with internal stakeholders

S[CORE]card Values

Solutions Focused: We identify problems then quickly shift to solutions.

Customer Centric: We are obsessed with making our customers happy.

One Scorecard:  We are one team that embraces diversity, fun and collaboration.

Resilient:  We persevere through obstacles.

Embody #SecurityDNA: We practice what we preach.

Awards & Recognition

https://securityscorecard.com/awards

Top 10 Cybersecurity Experts 2021 - Dr. Aleksandr Yampolskiy

CEO of the Year - Dr. Aleksandr Yampolskiy

Best Cybersecurity Company

Deloitte Technology Fast 500

The Forrester New Wave Leader, Cybersecurity Risk Rating Platforms

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies.