VP, Service Delivery & Support

About NINJIO

NINJIO is a first of its kind cybersecurity awareness training company. We focus on changing human behavior instead of focusing on technology to solve the massive I.T. security issues that we face every day. With a recent Private Equity-backed investment and a leadership team of highly experienced, passionate, and driven industry experts, NINJIO is growing quickly.

NINJIO owns a cybersecurity platform with R&D teams located globally and is continually building and maturing our unique technology that complements our unique and top rated content, to drive risk reduction through behavior change. Our core product offerings include security awareness and compliance training, simulated phishing, phish reporting and threat intelligence, as well as human risk intelligence and efficacy reporting.

We are proud to protect many of the largest companies in the world, and their employees, from cyberthreats. With the highest rated product in the industry and a trajectory to grow many times larger than we are today, NINJIO is poised to make a massive mark in the cybersecurity space.

If you are looking to participate in and contribute to rapid growth, be part of the exciting realm of cybersecurity, grow your career by crushing it in your role, and be welcomed into a fun grown-up and successful, but “start-up-like” culture of other talented people, then this opportunity may be for you.

Position Summary and Job Description

The VP of Service Delivery and Support is responsible for promoting and ensuring the personal and professional growth of our staff, while also maintaining positive relationships with our clients. This role will be accountable for improving department efficiency, quality, scalability, and leading the work of the team dedicated to delivering a great customer experience. This role is often involved in creating new processes, researching and implementing new methods to improve workflows within and between departments and/or teams, and acting as the authoritative escalation point for the service team. Additionally, this position will also include the oversight of the following functions for the company:

• New Client Onboardings and Service Migration
• Service Support: Client Technical Support and Client Services
• Service Delivery: Client Success Management
• Managed Services
• Commercial Platform Operations
• Learning & Development: Content Authoring
• Threat Intelligence Services
• Production Staging
• Vendor Management

The VP of Service Delivery and Support is accountable for the following areas:

• Manage and lead Service Support, which includes supervision over the Service Support, Onboarding, Threat Intelligence, and Managed Services leader and teams.
• Develop, mature, and manage department KPI’s and scorecards.
• Identify gaps in and develop improved processes to increase quality, efficiency and the client/employee experience.
• Provide escalation support and leadership with client interactions, managing issues and resolution.
• Proactively engage with clients to stay connected with and understand our performance across services.
• Develop the careers and continued professional growth of our teams.
• Review KPI’s and benchmarks, with a proactive approach to continual improvement.
• Drive accountability through the organization & report performance to sr. leadership.
• Manage and lead Service Delivery, which includes the supervision of the client success leader and teams.
• Develop, mature, and drive, with the client success leader, high value consulting-based processes with the client success team that continually adds value in our product, drives higher client retention and engagement, and highlights our client success managers as trusted advisors to our clients.
• Responsible for logo retention, net revenue retention, and gross revenue retention, in partnership with the client success leader, who is accountable.
• Work with sales leadership to develop upsell opportunities, processes, and performance between client success and sales.
• Develop security awareness program maturity models that can be adopted by the client success team to continually improve their value and the value of our services, while looking to maximize NINJIO’s TCV.
• Contribute to the organizational efforts to drive a strong company culture, continuing with transparent communication and a clear vision of companywide strategies and initiatives.
• Be responsible for both leading, improving, and managing the health of support, onboarding, and solutions delivery with the staff and processes within your team(s).
• Ideate, document, implement, and train on new processes, standard operating procedures, and departmental improvement plans to drive better departmental, client and company outcomes.
• Identify ways to improve efficiency, overall client experiences, quality of service, and satisfaction with NINJIO employees and the clients we serve.
• Conduct weekly one-on-one meetings with all direct reports. Document any employee performance concerns and if necessary, follow a progressive employee corrective action process in a timely manner. Focus primarily on ways to correct and improve performance, as intended by a process, but be willing to have difficult conversations when needed.
• Ensure your team members that are directly delivering services to clients are providing the best possible customer experience at every level of interaction.
• Provide monthly insight into your team’s capacity levels, balancing future needs versus financial goals.
• Regularly attend and participate in weekly operations meetings.
• Review resumes, conduct interviews, and make hiring decisions.
• Successfully lead new employees through on-boarding and fully integrate into the team within 90 days.
• Coordinate and lead regular team financial review, including client profitability, for team budgeting purposes.
• Review and approve weekly time reports, PTO requests, ensuring staffing levels are appropriate.
• Review and respond to client surveys, following up with the client and reporting back to stakeholders with training opportunities and/or process improvements.
• On a daily basis, ensure service boards, employee KPI’s, and quality control metrics are reviewed and addressed with corrections as necessary.
• Mentor service delivery team staff and provide guidance and training, including roadmap participation, progression, and review.
• Participate in various company committees to move company initiatives forward.
• Lead and participate in process improvement initiatives, working closely with other team leaders and employees to identify problem areas in operations, including identifying opportunities for process improvement, making suggestions, and implementing changes.
• Drive cross-functional team collaboration, communication, governance, and process improvement.
• Other relevant job duties as assigned.

Other skills that will be essential for the role to be successful:

• Experience with and a passion for “start-up style“ environments. Entrepreneurial and Intrepreneurial background is ideal for this role.
• Driven to create the best client and employee experience possible. Our philosophy is that if leaders take care of employees, the clients are also taken care of.
• Experience with managing technical customer support teams / service ticket board management.
• Experience with measuring and improving mean time to respond/resolve, billable, effective work rates, CSAT, and other KPI’s and service support concepts.
• Experience with the measurement and enhancement of the customer experience – with various CSAT tools.
• Experience with service ticket dispatch and escalation workflows
• Customer service oriented and experience with being an escalation point for client issues.
• Process Improvement experience:
• Workflow analysis and ability to design, implement, and document process improvements.
• Experience with generating reports that are related to the performance of the service team.
• Experience with identifying KPI’s and holding team members accountable to KPI’s over time.
• SOP development and implementation.
• Vendor Management
• Experience working with a variety of vendors and managing expectations between the company, clients, and vendors.
• Onboarding/Offboarding Management
• ITIL experience is highly desired.
• Cybersecurity knowledge/experience is desired, but not required.
• Strong leadership skills, the ability to lead by example, and accountability for the success of your team.

Skills & Experience:

• High school diploma or equivalent required; Bachelor's degree preferred
• 8 years of relevant experience, preferably in a similar role
• Previous experience at startups and have created processes from scratch.
• Managed and lead other employees and teams
• Ability to recognize and develop employee personal and professional growth.
• Has a "Team" mentality and the capability to build and support a team with a high level of professionalism.
• Ability to determine priorities and quickly shift resources and goals as needed when changes to priorities occur.
• Able to handle emergency situations with calmness, authority, clarity, professionalism, and assigning proper resources with follow-through.
• Keen awareness of customer service issues and the ability to recognize the impact of support operations on our clients.
• Ability to translate overall company goals into action plans for your team.
• Excellent communication (verbal and written) at all levels internally and externally, interpersonal, business management, time management, and developmental skills.
• Strong interest in continuous process improvement and the willingness to identify problems, propose solutions, and follow through on implementing changes.
• Attention to detail.
• Ability to troubleshoot problems using a linear and logical approach.
• Solid documentation skills and a commitment to create high quality documentation and to keep it updated.
• Excellent time management skills and the ability to multi-task in a dynamic and fast-paced environment.
• Intimate knowledge of all functions of the service team and the ability to explain these to other departments and non-technical end users.

What qualifications would really help set me apart from other applicants?

• Previous experience working at a Managed Service Provider (MSP) or Saas Provider.
• ConnectWise experience.
• Knowledge of Ninjio products
• ITIL Certification
• Other IT/Cybersecurity Certifications

Benefits You Will Receive:

• Health Insurance subsidy for you and your dependents
• 401K
• Paid Time Off
• Relocation Assistance
• Free snacks and drinks
• Company paid lunch
• Casual office
• Free parking

This role will be mainly in our Westlake Village, CA office. We do offer hybrid work options if applicable to the role.

NINJIO requires all employees to be vaccinated or have an approved accommodation exemption. Proof of vaccination will be requested upon hire.

Job Type: Full-time

Pay: $150,000.00 - $200,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 8 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Westlake Village, CA 91361: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Management: 8 years (Preferred)

Work Location: Hybrid remote in Westlake Village, CA 91361

Salary : $150,000 - $200,000