Services Director

OwnBackup is one of the fastest growing global SaaS companies. With over 6,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised over $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.

We are seeking a highly skilled and motivated individual to join our team as a senior technical specialist. In this role, you will be responsible for providing exceptional technical support and expertise to our clients, acting as a trusted advisor and ensuring the highest level of customer satisfaction. 

You will act as a coach and mentor to multiple teams and enable this talented group to develop.

You will provide advice and best practice as it relates to technical processes and become the main bridge between the premier services team and the product teams.

Additionally, you will play a key role in supporting our sales efforts and contributing to the growth of our business.

• Services & Support Technical Support. Serve as a technical expert and be available to provide additional support and expertise on any account as needed. Assist in troubleshooting complex technical issues and ensure timely resolution.
• Support Liaison. Foster a collaborative environment by promoting best practices, sharing lessons learned, and facilitating effective ways of working among the Support team. Help to continuously improve the support processes and contribute to the knowledge base.
• Services Advocate. Collaborate with the sales team to pitch TAM and Secure services to prospective customers. Provide technical expertise and credentials during sales engagements to showcase our capabilities and highlight our value proposition.
• Technical Approver. Act as a technical approver for key deals . Coordinate with the Sales and Product teams to ensure alignment and obtain necessary approvals for large-scale deals, and ensure appropriate services are included in relevant deals.
• Technical Enablement. Deliver technical training sessions and provide guidance to internal teams and customers on best practices, implementation strategies, and effective use of our products and services.
• Support our Category. Contribute thought leadership by generating insightful pieces and white papers on emerging industry trends, innovative solutions, and best practices. Drive the development and execution of strategic initiatives.
• Architect Coach. Lead the development of OwnBackup’s Architect Academy.  Develop and coach future architects, including Certified Technical Account Managers (CTAs). Provide guidance, mentorship, and support to enhance their technical and client-facing skills.

• Minimum of 8+ years experience 
• Ideally Salesforce CTA Certified or approaching the review board 
• Bachelor's degree in a relevant field or equivalent practical experience.
• Proven experience in technical support, customer success, or account management roles.
• Strong technical aptitude with the ability to understand complex software systems and troubleshoot technical issues effectively.
• Excellent interpersonal and communication skills, both written and verbal.
• Experience in presenting technical solutions to clients and influencing stakeholders.
• Ability to work collaboratively with cross-functional teams, including sales, product, and support.
• Strong organizational and project management skills.
• Prior experience in coaching or mentoring is a plus.

If you are a self-motivated individual who enjoys working in a dynamic and fast-paced environment, with a passion for delivering exceptional technical support and driving customer success, we would love to hear from you. Join our team and help shape the future of our organization as we continue to provide top-notch services to our valued clients.

This is a full-time position. The ideal candidate will work out of our Englewood Cliffs, NJ office to maximize collaboration and interaction with the business. Other locations will be considered.

OwnBackup is dedicated to creating an environment where employees thrive, which is why base pay is only one part of the total compensation package that is provided to compensate and recognize employees for their work. This role may also be eligible for unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

OwnBackup is a leading SaaS data protection platform for some of the largest SaaS ecosystems in the world, including Salesforce, Microsoft Dynamics 365, and ServiceNow. Through capabilities like data security, backup and recovery, archiving, and sandbox seeding, OwnBackup empowers thousands of organizations worldwide to manage and protect the mission-critical data that drives their business.

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