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Senior Director of Customer Success - South Central

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Location: Addison, TX, United States
Date Posted: Oct 19, 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. 

Responsibilities:

  • Drive customer success outcomes
  • Increase renewal rates and reduce churn
  • Drive new business growth through up-sell and reference ability
  • Partner with other teams in the organization and manage Customer Success activities – Onboarding, Training, Operations, Customer advocacy, Cross-sell/Up-sell
  • Identify opportunities for continuous improvements in the customer onboarding and management process
  • Measure effectiveness of Customer Success/Satisfaction
    • Define operation metrics
    • Conduct Monthly Service Reviews/Quarterly Business reviews
    • When necessary, create and manage a recovery plan
    • Conduct internal executive reviews
  • Map customer journey, develop listening points and interventions for each point in the journey
  • Talent retention and attractions to build/maintain a world class Customer Success organization
  • Provide technology leadership to the team
  • Conduct Customer appreciation/engagement events and Product roadmap sessions in the region

Qualification & Experience: 

  • 15+ years’ experience in leading customer facing organizations
  • 10+ years’ experience in SIEM/Cyber Security Industry
  • 5+ years’ experience in Cyber Security operations
  • Must have worked in the Northeast region for a significant portion of the career
  • Strong empathy for customers
  • Deep understanding of value drivers in reoccurring revenue business model
  • Analytical and process-oriented mindset
  • Excellent communication and presentation skills
  • Ability to lead a team of experienced CSM/TAM and technologists

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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