Description
WHO WE ARE
Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera’s mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data security.
THE OPPORTUNITY
We are looking for a Director of Enterprise Services to lead and scale Cyera’s professional services organization. In this key role, you will empower our partners, manage a high-performing team of engineers, and drive exceptional customer outcomes. With a partner-first approach, your team will focus on enabling partners to deliver services while building a robust library of reusable solutions and methodologies. This is an exciting opportunity to make a significant impact at the forefront of data security.
As the Director of Enterprise Services, your primary duty is to execute and achieve the mission and objectives of the Customer Success organization. You will lead, manage, and enable a team that plays a critical role in ensuring the enablement and operationalization of Cyera for our customers. You will maintain ownership over one of three key focus areas: professional services delivery, partner services portfolio development, and partner technical enablement. In addition, each Director will partner with the regional Sales/SE, Customer Success, and Product Management teams to improve customer-focused outcomes. This position reports directly to the VP of Customer Success.
As part of this role, you can expect to travel between 20-30% annually, enabling you to engage directly with clients and enhance their overall experience.
RESPONSIBILITIES:
Lead and Empower Your Team
- Oversee a small team of engineers, enabling them to excel in partner support and service delivery.
- Act as a player-coach, mentoring team members while contributing directly to key projects.
- Promote a culture of collaboration, innovation, and continuous improvement.
Partner Enablement
- Enable partners to deliver professional services effectively and scale their service offerings.
- Develop and maintain a comprehensive library of services and methodologies to support partner success.
- Act as the main escalation point for partner engagements, ensuring smooth service delivery.
- Collaborate with senior leadership to align service delivery with business goals.
- Identify and evaluate growth opportunities within the professional services and partner ecosystem.
- Negotiate contracts, agreements, and performance metrics with partners to ensure alignment and company standards and client needs.
Customer Success Alignment
- Collaborate with Customer Success, Sales, and Product teams to drive customer-focused outcomes.
- Standardize and refine the onboarding process to improve scalability and customer satisfaction.
- Build relationships with champions at strategic customer accounts to foster trust and success.
Cross-Functional Collaboration
- Partner with Product Management, R&D, and the Office of the CTO to align service delivery with product innovation and customer needs.
- Provide feedback from the field to enhance product supportability and ease of use.
- Support pre-sales to post-sales handoffs, ensuring smooth transitions and alignment.
Operational Excellence
- Define, measure, and improve team performance through Objectives and Key Results (OKRs).
- Drive continuous improvement in customer satisfaction, retention, and service delivery processes.
- Monitor performance, resource utilization, and profitability, ensuring adherence to service level agreements (SLAs).
- Organize team events and initiatives to foster collaboration and cohesion.
Requirements
REQUIRED QUALIFICATIONS:
- Associate's degree or equivalent experience required. Bachelor’s degree in Computer Science or similar experience a plus
- Demonstrated experience in leading and developing high-performing support teams, with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement.
- Proven track record of mentoring and coaching technical support staff, including goal-setting, performance management, and professional development, to enhance team capabilities and service levels.
- Strong leadership skills with the ability to motivate and inspire teams, especially in fast-paced and dynamic environments, while ensuring accountability and adherence to service standards.
- Exceptional team-building and interpersonal skills, with a focus on building trust, promoting open communication, and creating an inclusive environment that supports growth and engagement.
- Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail
- A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment.
- A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention.
- Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships.
- A clear and concise verbal and written communicator, capable of conveying complex information effectively.
- Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise.
- Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues.
COMPENSATION INFORMATION:
In addition to a standard benefits and equity package, we offer a generous salary. Final compensation will vary based on seniority and relevance of experience, location, and position requirements.
This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.
BENEFITS - Why Cyera?
- Ability to work remotely, with office setup reimbursement
- Competitive salary
- Unlimited PTO
- Paid holidays and sick time
- Health, vision, and dental insurance
- Life, short and long-term disability insurance
