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Customer Success Operations Manager

Location: Manhattan, NY, United States
Date Posted: Sep 15, 2021

Job Description

Description

Securonix provides the Next Generation Security and Information Event Management (SIEM) solution. As a recognized leader in the SIEM industry, Securonix helps some of largest organizations globally to detect sophisticated cyberattacks and rapidly respond to these attacks within minutes. With the Securonix SNYPR platform, organizations can collect billions of events each day and analyze them in near real time to detect advanced persistent threats (APTs), insider threats, privilege account misuses and online fraud. 

Securonix pioneered the User and Entity Behavior Analytics (UEBA) market and holds patents in the use of behavioral algorithms to detect malicious activities. The Securonix SNYPR platform is built on big data Hadoop technologies and is infinitely scalable. Our platform is used by some of the largest organizations in the financial, healthcare, pharmaceutical, manufacturing, and federal sectors.

Overview:

This is a strategic position working alongside the VP of Customer Success in establishing, executing and monitoring ongoing programs, procedures and knowledge sustainment in their team. The significant growth in the team’s scale, domain and functions has made the need of executing new programs and procedures essential.

The ideal candidate has very strong analytical skills, and expertise in the domains of Customer Success, Customer Onboarding and Customer Education. The position requires experience with cross-organization/geographical programs and will develop a bold strategy for maximizing the results and capabilities across a highly specialized global Customer Success team.

As a Customer Success Program Manager, you will support our global team and create lasting solutions that affect customers everywhere. You will build scalable global mechanisms, oversee cross-team and cross-vertical projects, and represent the team through shared performance measurement and reporting. You will feed insights back into the business by identifying trends and driving initiatives that systematically improve the internal and external customer experience.

Responsibilities:

  • Define, create and manage programs for the Customer Success Team related to their expertise of the managing customer relationships, customer engagements, customer programs, and GTM strategies; from strategy, conception and design through implementation, measurement and continuous improvement.
  • Work with the VP of Customer Success to create and execute a roadmap for the team and mechanisms to create organization alignment and program efficiencies. Collaborate cross functionally with Team’s directors in formalizing playbooks for both internal processes and operational flows with Sales, Services, Account Management, Marketing, Product, Channels, Data and Operations teams.
  • Identify knowledge gaps affecting the team’s productivity and our customers’ experience and present plans for resolutions.
  • Drive product adoption of existing and new features/products at scale through the CSM organization
  • Create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results.
  • Consult in the creation of KPIs to monitor team and individual performance.

Qualifications:

  • Minimum of 5 years in a customer success program manager role or similar customer success related experience
  • You are customer-oriented and strive to create exceptional customer experiences at scale through multiple teams and resources.
  • You are extremely analytical: you can take a problem, analyze it, break it down into smaller blocks, and address those without losing sight of the big picture.
  • You are passionate about creating order by building and operationalizing processes, both within a team and cross functionally.
  • You are passionate about documenting everything. You don’t believe in knowledge that sits in people’s head and work tirelessly to ensure everything is documented and easily accessible.
  • You have experience in managing and running customer engagement programs in relationship driven B2B cyber space environments preferred but SaaS environments would suffice
  • You are experienced with both qualitative and quantitative tasks and leveraging data.
  • Familiarity and experience with Totango is a plus.

Securonix, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Securonix complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.

 

 

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