Senior Customer Success Manager
Vantage$140,000 - $165,000/year
- Full Time
- Senior (5 to 8 years)
$83,000 – $98,000Compensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries
Position Overview
- Location Type: Remote
- Job Type: FullTime
- Salary: $83K - $98K
Vanta is a company dedicated to securing the internet and protecting consumer data. They empower companies to practice better security and prove it with ease. As a Product Support Specialist, you will help Vanta customers by addressing their product support requests, working closely with various teams to ensure a superior customer experience. You are the first line of support for our valued customers and play a critical role in ensuring they take full advantage of the Vanta platform.
Requirements
- 3+ years of product customer support experience, preferably in a SaaS/Tech space.
- Excellent troubleshooting skills, preferably in the SaaS/Tech space.
Responsibilities
- Provide product support to customers through available channels (email, screen-sharing and chat) with timely responses and resolutions within established SLAs.
- Become a product expert on Vanta and how the platform can be used to improve security posture through compliance offerings (SOC2, ISO27001, PCI DSS, HIPAA, GDPR, etc), Trust Reports, and Risk Management solution.
- Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using the platform.
- Explain complex solutions in simplified terms to customers, while documenting solutions for scale.
- Problem solve and troubleshoot for customers in a repeatable manner, building using Support CRM to track & identify trends.
- Create reproducible test cases for the Product team and provide feedback to enhance the product.
- Escalate bug reports for validation and actively participate in product-fixes.
- Proactively contribute to internal and external documentation, knowledge-base, processes, and team-efficiency.
- Actively participate in daily team troubleshooting sessions, weekly team meetings, and huddles.
- Work cross-functionally to resolve customer business issues and work toward mutual goals.
Company Information
- Mission: To secure the internet and protect consumer data.
- Values: Build strong partnerships with customers through trust and transparency. Publish Support Metrics.
Skills
Customer Support
Troubleshooting
SaaS
Technical Support
CRM
Product Knowledge
Compliance (SOC2, ISO27001, PCI DSS, HIPAA, GDPR)
Vanta
Automates SOC 2 compliance for businesses
About Vanta
Vanta simplifies the process of obtaining and maintaining SOC 2 certification, which is essential for organizations that manage sensitive customer data. The company offers a software-as-a-service (SaaS) platform that automates numerous checks to ensure that security controls are effective and compliant with industry standards. This automation helps small to medium-sized enterprises (SMEs) and tech companies monitor risks and vulnerabilities continuously, significantly reducing the time and cost associated with achieving SOC 2 compliance. Vanta's subscription-based model provides clients with a more efficient and cost-effective way to maintain compliance compared to traditional methods. The goal of Vanta is to transform the compliance process, allowing organizations to focus on their core operations while enhancing their security posture.
San Francisco, CaliforniaHeadquarters
2018Year Founded
$343.4MTotal Funding
SERIES_CCompany Stage
Enterprise Software, CybersecurityIndustries
501-1,000Employees