Director, Product Support at Red Canary

| Greater Denver Area
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Why Red Canary
Red Canary was founded to make security for every business better by protecting organizations around the world from cyber threats. Our combination of market defining technology, processes, and expertise delivered using an innovative SaaS model is preventing breaches every day. Red Canary is relentless in our focus to work together with our teams and partners to deliver the highest quality customer experiences. We achieve this through elegant products that make a positive impact on improving security. Our product support teams are the cornerstone of that effort, ensuring we are highly engaged and deliver the highest quality.
Why You Matter
Customers need quick resolutions and clear answers to get the most value from Red Canary. The best customer and product support programs are driven by teams that are passionate about the customer experience. These experiences are highly outcome focused and ensure the customer has the shortest and right path to the people and information they need. 
Delivering that customer experience is paramount to the Red Canary mission. You will mature Red Canary’s product support program to deliver a class of customer experience on par with other obsessively customer focused companies such as Disney, Virgin, Southwest Airlines, and T-Mobile. Under your guidance, the Red Canary product support experience will be viewed as the standard by which all other security providers are measured.
The program you will lead helps our customers understand Red Canary’s features and ensures they are able to use those features effectively. The teams delivering our product support experience are passionate about ensuring customers achieve their security outcomes and are better equipped than before they engaged support.
Who You Are
You are passionate about customer experiences and defining the systems in which they are delivered. You approach product support with a vision of the ideal experience. You collaborate with other teams and leaders to define the right path to achieve positive outcomes. You are dogmatic about consistency in voice and style to ensure customer engagement quality is consistent, regardless of the delivery system. 
You understand the value of clear and well thought out written communications, whether responding to customer questions, explaining the value of a product, or communicating a strategic vision. You strike the balance between operational process and outcome driven ideas to ensure that each customer feels they are working with an extension of their team. 
The ideal candidate has demonstrated success building and directing high performing customer focused product support teams. A strategic understanding of customer experience, service delivery, product support processes and operational best practices is required.

What You'll Do

  • Operate as a part of the Red Canary leadership team to understand business priorities, strategic direction, and how that affects product support priorities.
  • Mentor and coach direct and indirect reports, providing advice for performance improvements and career guidance.
  • Guide the team to deliver exceptional customer engagement and support, ensuring well thought out and consistent voice in both verbal and written communications.
  • Engage directly with customers to build relationships and act as an escalation point to ensure quality and customer satisfaction.
  • Select and implement the right tools and data to increase the effectiveness of your customers and team.
  • Manage resources to ensure that high-value tasks are prioritized and completed.
  • Partner with leaders of other customer-facing teams to ensure consistency and a cohesive customer experience.

Additional benefits of working at Red Canary include:

  • Exceptional healthcare and dental coverage including fully paid premiums
  • Unlimited vacation
  • 401k and flex-spending accounts
  • Fitness stipend
  • Phone reimbursement

Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We are in the heart of Downtown Denver one block from Union Station. We provide an RTD pass and you have access to 100's of restaurants and events.

An Insider's view of Red Canary

What's something quirky about your company?

There’s a thing we do at Red Canary called BEASTMODE. On a quarterly basis, everyone comes to Denver and we spend three intense days together.The reason it’s called BEASTMODE is that in the very early days of the company, we’d spend endless hours in a single room, fueled by ample amounts of caffeine, building a company of which we could be proud.

Dave

Director, Customer Success

What projects are you most excited about?

The Cyber Incident Response Team (CIRT) reached the milestone of 10,000 spec/unit tests to validate our detection logic, an indicator of how diligently we maintain our detectors. Continued validation that everything is working as anticipated is key to ensuring a successful security program.

Joe

VP, Customer Security Operations

What makes someone successful on your team?

Providing such an exceptional level of support and care that our customers renew and expand their commitment to partnering with us. I hope that the Red Canary level of post-sale support becomes the model our competitors and partners are chasing.

Stacie

VP, Customer Care

How do you empower your team to be more creative?

As we continue to grow and add specialized focus across digital media, video, and an even more robust content program, I want the team to be able to take all the great insights and educational pieces and recommendations and make it easy for people to find them, understand them, and implement them. To be able to use what we’re doing in marketing in

Brianne

Director, Marketing

What’s the vibe like in the office?

I am most proud of the fact that the culture of the team has not only stayed in tact, but has matured and elevated, despite the rapid growth. Senior team members constantly go out of their way to ensure that new CSEs are welcomed, growing, and set up for success. Success is rooted in team dynamics and culture.

Robbie

Director, Customer Solutions Engineering

What are Red Canary Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for new parents.
Vacation & Time Off Benefits
Generous PTO
Red Canary offers Flexible Time Off for vacation time as well as sick time and other leave benefits.
Paid Holidays
Paid Sick Days
Employees receive 80 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Fitness Subsidies
Professional Development Benefits
Lunch and learns
We host a chalk talk every Friday afternoon
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Colorado Athletic Club membership / fitness budget. Mobile phone stipend. Discretionary budget. Quarterly all company meetings where we bring in all of our remote team members to build camaraderie, align and learn.

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