Director of Technical Support (SaaS/Client)

Aravo was founded to bring order to the complex, chaotic world of enterprise Third Party Risk Management. We deliver the market-leading enterprise SaaS solution for managing third-party risk and compliance, helping Global 2000 companies protect their brand, build customer trust, and drive principled performance. Our notable and growing customer base includes the biggest and most respected brands in the world including Google, Microsoft, Deloitte, Ford, Pfizer, State Farm, British Petroleum, Nike, P&G, eBay, Intuit, and many others.

Working for Aravo is working with purpose. Our team takes pride in delivering excellent products that make a difference, and we enjoy providing exceptional service to our clients. We are intelligent, collaborative, and solution driven. We know what we do helps serve a greater purpose by providing solutions that help eradicate corruption and social injustice from the world’s supply chains and third-party networks. We feel good about that.

Aravo is headquartered in San Francisco, with offices and partners across the US, Europe, and Asia.

The Role:

As the Director - Technical Support you have the unique opportunity to take ownership of one of our vital customer experience teams supporting a growing platform and customer base. Our technical support team is responsible for resolving customer problems and ensuring our customers are always operational. We are looking for someone that is highly proactive in supporting our clients and providing the highest level of customer experience. This person will build and provide leadership to a highly motivated, geographically diverse team of technical support specialists that are responsible for analyzing, troubleshooting, and diagnosing issues within the Aravo product while providing exceptional customer service. This position requires in-depth knowledge of troubleshooting methodologies within a no-code SaaS platform, SQL understanding, analytics skills, and people management.

What You Will Do:

·       Issues Resolution: Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success, while adhering to the contractual SLA's and internal OLA's on response and resolution times.

·       Team Development: Hire, develop, and direct inclusive, engaged, and high-performing teams across several geographies.

·       CSAT, Trends & Insights: Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets. Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and Customer Success.

·       Increased Efficiency: Adapt and implement tools, metrics, and processes to enhance customer experience and improve efficiency.

·       Feedback Loop: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.

·       Process Optimization: Assess existing processes and innovate by working closely with Support to optimize case handling.

·       Customer Experience: Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.

·       Staffing & Capacity: Conduct capacity planning, identify staffing requirements, and uplevel existing team skills to meet business goals and company growth. Attract, lead, and coach a team of highly efficient and customer-centric technical specialists

·       Data & KPIs: Conduct data investigation and derive performance insights from KPIs to drive decision making that improves customer experience and product quality.

·       Innovate and Automate: Use data to identify automation opportunities to eliminate problems or make them easier to resolve.

·       Customer Escalations: Partner with Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution.

·       Product Design: Attend product design and technical reviews to provide product support and implementation feedback

·       Documentation: Develop service and support guides, reduce service response times, and improve customer satisfaction.

·       Partnership:  Collaborate with Product, Marketing, and Legal and Compliance to develop materials and resources to set new customers up for success and drive adoption and engagement

·       Client Advocate: Be a customer champion who applies consumer-first direction at all levels of the company and provides insights into Product, Marketing, and various other business units based on service interactions

·       Strategy: Be capable of big-picture thinking while solving today’s problems efficiently

·       Ensure all Aravo customers enjoy a best-in-class support experience.

·       15+ years of experience providing highly technical support including in-depth troubleshooting, analysis, and diagnostics in a SaaS organization

·       10+ years of experience managing and developing highly functioning teams

·       10+ years of experience managing support projects such as resource planning/allocation, customer expectation management, project deliverables, and cross-functional escalation

·       Experience with enterprise software solutions; Ideally CRM, Analytics, integration points, in a SaaS environment

·       Ability to think strategically, as well as tactically and to exercise sound judgement in priority/goal setting

·       Deep understanding of SaaS architecture and troubleshooting methodologies

·       Ability to effectively manage critical customer situations to maintain customer satisfaction/retention

·       Excellent problem-solving skills

·       Strong ability to work collaboratively with geographically diverse teams both internal and external ensuring the success of strategic goals and initiatives

·       Ability to analyze data and deliver actionable insights.

·       Effective communication, interpersonal, presentation, and negotiation skills with the ability to influence and work optimally across all levels in an organization

·       Experience in AI integrated support applications

• 100% Employer Paid Medical Insurance options for the Employee and Family
• Paid Maternity and Paternity Leave
• Life and AD&D Insurance
• Long-Term Disability Insurance
• 401K with Company Matching
• Equity Participation
• 4 Weeks of Vacation
• Fully Stocked Kitchens
• Company-Sponsored Charitable Day of Giving Events
• ......and many more!

Aravo Solutions Inc. is registered as an employer in many, but not all, states. If an applicant is not in or able to work from a state where Aravo Solutions Inc. is registered, they may not be eligible for employment. The eligible states include: FL, GA, MA, MO, NC, NH, NJ, NV, OR, PA, SC, TN, TX, AND WA.