• Full Time
  • Remote

Website VergeToday Verge Management Group

Global Leader in Talent Acquisition within OT/ICS/IoT Cybersecurity

Position: Global Head of Customer Success

Our Client is customer obsessed. Whether their clients need fast product enhancements, onsite engineering support, or rapid deployment across continents, the mission is to deliver their recognized brand and leadership in OT and IoT industrial cybersecurity.

This is an exciting opportunity to take leadership in the evolution of the Customer Success function. It is an exciting time to join a truly remarkable values-aligned team.

As the Global Head of Customer Success, you are a critical part of their customers’ adoption of the client’s Products. You act as their day-to-day contact establishing relationships to ensure best practices for their secure environments throughout the lifecycle of their journey with the product. You will guide us for quick and consistent adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You have in-depth knowledge of success indicators, the know-hows to leverage data with an analytical aptitude towards product changes, updates, and improvements. You will help shape the customer’s value of the platform by identifying and by demonstrating new capabilities or features that that interested them.

 

In this role, you will work closely with the Founder and all areas of the organization that touch their customers:  Support, Delivery, Sales, Pre-sales, and many others.

 

As the CS Leader, you will:

  • Continue to design and build out the function of Customer Success, in collaboration with the Executive Team. You will also lead the functional areas of Support, Solution Delivery
  • Develop and execute a clear renewals strategy.
  • Serve as a customer experience champion and senior leader in the Customer Experience & Success organization and a direct access and feedback channel to executives relative to the customer account by partnering closely with a wide array of stakeholders, including the Sales, Support, Delivery, Product.
  • Influence the evolution of how the team provides end-to-end customer experience by providing additional customer perspective to the internal stakeholders based on your customers’ experiences/feedback/input.
  • Influence overall health and experience improvements for the customer.
  • Lead client’s onboarding experience, adoption, and expansion across a range of relationships.
  • Increase customer satisfaction through tailored relationships.
  • Remove roadblocks and red tape as the primary point of contact for major escalations. This includes program management leadership for the resolution of complex customer issues that cut across client organizations.
  • Help drive faster and better returns from the customer’s investment.
  • Drive proactive discussions around strategy decisions, acquisitions, and partnerships that could impact customer relationships.
  • Identify and escalate risks to the customer and support team to achieve client success.
  • Gain a deep understanding of typical business challenges faced by customers to appropriately map features in their security environments.

An excellent candidate will have this experience:

  • 10+ years of customer-facing experience including consulting, pre/post-technical sales, business leadership and innovation.
  • Bachelor’s or Masters’ Degree in Business, Engineering, Technology, or related field or equivalent experience.
  • Possess storytelling skills and passion for delighting customers, advocating on their behalf, creating great customer experiences, and understanding the linkage between these experiences and business success.
  • Understand disruptive innovation: Be comfortable challenging the status quo by proposing innovative approaches with the belief that the best way to dispute an approach is by suggesting a different one.
  • Experience leading innovation through global, cross-functional teams with an understanding that the best solutions are built with others, not in competition with them.
  • Bring with large-scale transformations by driving change and user adoption strategies: i.e. understand how to move people and customers along on the journey, not just by telling them where to go.
  • Have built the Customer Success function in startups
  • Work confidently with senior leaders of the organization to present/defend/clarify concerns or issues regarding an existing project, program, or solution with the ability to confidently address difficult questions, to handle push back from a high-level audience, and to maintain an executive demeanor while engaging in difficult high-pressure situations.
  • Exercise critical thinking and strategic insights based on data: Ego is no match for data, so data is the North Star to guide us through key customer experiences.
  • Understand the parts of the business and their interrelationships with an understanding the expected future developments and challenges, the business’s competitive strengths and weaknesses, the opportunities to grow the business with an awareness of the industry landscape.
  • Ability to outline scenarios that describe the typical ways that a product will be used by customers in the field, including knowledge of product functionality and how customers interact with products.
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