Director, Customer Support
On-site
Full Time
#Engineering
#Customer Experience
#Security
#Project Planning
#Customer Communications
#IAM
#SAML
#OAuth
#SCIM
#Okta
About the Opportunity
Veza is seeking a Director, Customer Onboarding and Experience with a proven track record in collaborative communication within both internal teams and external partners. In this role, you will oversee the entire onboarding process for each customer, ensuring a smooth transition through successful deployment. Additionally, you will engage in strategic initiatives to enhance the customer experience throughout the customer journey.
You Will:
- Managing the Onboarding Pipeline: Lead project planning, issue resolution, and overall onboarding coordination to ensure a seamless customer experience.
- Escalation Management: Address critical issues promptly and effectively, ensuring timely resolutions while optimizing efficiency for both internal and external teams.
- Managing Key Customer Communications: Oversee and manage critical communications during the onboarding stages with key customers to maintain strong relationships and ensure their needs are met.
- Customer Experience Enhancement: Drive strategic initiatives to continuously improve the customer journey and overall experience with Veza.
You Have:
- Education:
- Bachelor’s Degree Required or Equivalent Experience.
- Experience:
- Minimum of 5 years in a senior customer-facing role, managing onboarding and deployment processes, preferably within a technical or solutions-oriented context.
- Proven experience with hosted solution platforms, including private/public cloud IaaS, PaaS, and SaaS environments.
- Demonstrated expertise in customer-centric problem-solving, with a successful track record of managing end-to-end project lifecycles and driving strategic initiatives to enhance the customer experience.
- Strong management experience, including leading and developing teams, as well as overseeing and optimizing processes to improve efficiency and outcomes.
- Other:
- Flexibility to work outside of standard hours to collaborate with global IT Services teams.
- Proven ability to gain consensus, set clear expectations, evaluate resources, and define agreed-upon boundaries.
- Experience in driving strategic initiatives that enhance customer experience and engagement.
- Understanding of IAM technologies and protocols (SAML, OAuth, SCIM), Governance, and Identity Providers (e.g., PingFederate, Okta, ForgeRock).
Our Culture
We’re driven to build a strong company culture and are looking for individuals with solid alignment with the following:
- Ownership Mindset
- Act with Integrity
- Guardians of our Customers
- Opinionated Humility
- Build Trust, Earn Trust
- Competitive salary and equity packages
- 401(k) retirement plan
- Pre-tax health care, dependent care, and commuter benefits (FSA)
- Flexible medical, dental, and vision benefits
- Parental leave
- Flexible Time Off
- Monthly Connectivity Stipend
At Veza, your base pay is one part of your total compensation package. For this position, the reasonably expected pay range can be discussed with your recruiter for the level at which this job has been scoped. Your base pay will depend on several factors, including your experience, qualifications, education, location, and skills. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for equity and a competitive benefits package.
Veza is proud to be an equal opportunity employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. We also consider qualified applicants according to applicable federal, state, and local laws. If a candidate with a disability requires an accommodation during the recruitment process, please email [email protected]
About Veza
Veza is the identity security company. Identity and security teams use Veza to secure identity access across SaaS apps, on-prem apps, data systems, and cloud infrastructure. Veza solves the blind spots of traditional identity tools with its unique ability to ingest and organize permissions metadata in the Veza Authorization Graph. Global enterprises like Blackstone, Wynn Resorts, and Expedia trust Veza to visualize access permissions, monitor permissions activity, automate access reviews, and remediate privilege violations. Founded in 2020, Veza is headquartered in Redwood City, California, and is funded by Accel, Bain Capital, Ballistic Ventures, GV, Norwest Venture Partners, and True Ventures. Visit us at veza.com and follow us on LinkedIn, Twitter, and YouTube.
