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Department: Support/Operations

Reports to: CEO

Location: Scottsdale, AZ

Trusona is on a mission to get rid of passwords. Why? Passwords are a problem that affect everyone. People want fast and simple logins. CISOs need stronger security. CFOs need to save costs. Businesses need to protect their brand. Worst of all, the password problem perpetuates some of the most horrendous cybercrimes.

Trusona was founded in 2015 by CEO and cybersecurity expert Ori Eisen and is funded by Kleiner Perkins and M12 (Microsoft Ventures) and advised by Frank Abagnale, renowned fraud prevention expert, and the subject of Catch Me If You Can.

Are you excited to solve the password problem? If “yes!”, read on.

Description – What the role is about

The VP of Customer Operations will lead, manage and oversee all aspects of post-sale delivery at Trusona beginning with technical implementation and ending with customer success and support. The VP will also work to expand and improve the company’s knowledge base for internal and external support and create process and systems to monitor and improve post-sale service. Other activities include, building, documenting, and maintaining standard operating procedures, constant collaboration with the sales and product organizations to better match our products to customer needs, and technical troubleshooting with customers and internal teams for various hardware, software, or connectivity issues.

The individual filling this role should have familiarity with operations support in a technical environment. The candidate should be familiar with SaaS solutions and the associated customer journey. This position will work directly with customers before, during, and after their implementation, promptly assisting them with their services and ensuring they are getting maximum value out of their purchased services.

Responsibilities – What you will be doing

  • Lead all technical implementations post sales to ensure customer success

  • Interact with customers as the key point of contact during the implementation process, building confidence with proactive communication

  • Maintain a post implementation relationship with customers to ensure they are receiving value to foster license renewal and to uncover and nurture potential additional use cases

  • Lead deployment and launch of new customers through development, implementation, and maintenance of project plans

  • Improve scalability on all aspects of customer operations – implementation, support, self-serve functions, and more

  • Further develop and maintain ‘best practice’ methodologies and documentation for use by customers and internal stake holders

  • Develop and maintain expertise in Trusona’s products and services

  • Coordinate bug fixes and software releases with internal teams and assist with software testing; ensuring our product is always working as designed or recommending ways to improve

  • Work closely with customer contacts, guiding them through use of their SaaS solution

  • Establish and maintain positive and effective working relationships with customers and co-workers

  • Understand the customers’ needs and help Trusona continuously improve our products

Qualifications – What you bring to the team

  • Bachelor’s degree in business operations or supply chain management, IT, computer science, or a related field

  • 7+ years of operations management experience.

  • Technical experience with IAM and SAML highly desired

  • Experience with SaaS solutions and working with customers through the launch and implementation life cycle

  • Experience in the cyber security field, specifically identity and authentication solutions, is preferred

  • Detail-orientation with an ability to prioritize and meet aggressive goals

  • Demonstrate ability to coordinate cross-functional groups to accomplish goals

  • Flexibility to deal with customer and internal challenges as they arise, and the ability to develop and implement strategies to overcome these challenges

  • Ability to create and present information succinctly

  • Solid written, oral, and presentation skills with ability to communicate effectively with both technical and non-technical audiences inside and outside the organization

  • Experience working in a start-up environment desired, with strong “do-it-yourself” work ethic

Perks – What you will receive

  • Competitive Salary

  • Equity (Incentive Stock Options)

  • Unlimited Paid Time Off + 10 Holiday + Duvet Day

  • Health, Dental & Vision – Company paid for employee

  • 401K Plan

  • Casual Dress (we call it Resort Casual)

  • Free food and drinks

  • Perk of the month

Trusona is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

Want to work at Trusona?

To apply, email us your resume and self-introduction to: