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Senior Director of Customer Experience

Corelight

Corelight

Customer Service, Sales & Business Development
United States · Canada · Mexico
Posted on Tuesday, June 18, 2024

By making evidence the heart of security, we help customers stay ahead of ever-changing cyber-attacks.

Corelight is the cybersecurity company that transforms network and cloud activity into evidence. Evidence that elite defenders use to proactively hunt for threats, accelerate response to cyber incidents, gain complete network visibility and create powerful analytics using machine-learning and behavioral analysis tools. Easily deployed, and available in traditional and SaaS-based formats, Corelight is the fastest-growing Network Detection and Response (NDR) platform in the industry. And we are the only NDR platform that leverages the power of Open Source projects in addition to our own technology to deliver Intrusion Detection (IDS), Network Security Monitoring (NSM), and Smart PCAP solutions. We sell to some of the most sensitive, mission critical large enterprises and government agencies in the world.

Corelight, Inc is seeking a skilled and experienced Senior Director of Customer Experience to lead our Technical Account Management (TAM), Professional Services (PS), and Customer Training teams. You will provide strategic direction for the Customer Experience team, ensuring a seamless and positive experience across all touchpoints (enterprise & strategic customers).

Your Role, Responsibilities & Abilities:

  • Customer Performance Management: Define key performance metrics and benchmarks for Customer Experience that aligns with Corelight’s business objectives, regularly monitoring and analyzing performance data to drive continuous improvement and operational excellence.
    • Customer Insights: Provide actionable intelligence and customer insights via thorough analysis and assessment of all data gathered.
    • Risk Management: Identify potential risks and issues impacting customer satisfaction and experience and operational delivery, developing proactive mitigation strategies to address them effectively
  • Customer Advocacy: Leverage the voice of our external customers and establish the people, processes and data required to advocate for them through a focus on their needs, feedback, and challenges to influence program and product policy and communications.
  • Growth Catalyst: Identify opportunities to expand our customer base through upsells, renewals, and conversions, driving sustainable revenue growth.
  • Customer Experience: Champion a customer-first approach throughout the organization, ensuring the delivery of exceptional experiences.
    • Crossfunctionally: Maintain key relationships with business leaders across the organization to improve efficiencies between departments that foster exceptional, long-lasting relationships with customers to boost engagement, advocacy and expansion throughout the multiple lines of business within the organization.
  • Team Leadership: Provide strong leadership and direction to the Customer Experience teams, fostering a culture of collaboration, excellence, inclusion, customer-centricity that works effectively toward accomplishing goals

Qualifications:

  • 5+ years TAM experience, 3+ years which includes managing a TAM team
  • 2+ years managing multiple teams, including 2nd line management
  • Knowledge of PS required and PS management a bonus
  • Understanding of the sales cycle and how TAM, PS, & Training work within it
  • Proven ability to pull signal from noise of customer interactions
  • Know customer the metrics to measure backwards and forwards along with why and how
  • Security background a bonus
  • Experience in defining and tracking the customer journey
  • Ability to motivate and manage technical teams on the team and individual level
  • Ability to think systematically identify patterns and reduce costs or unneeded activities
  • Service oriented thinker
A note on experience

We are proud of our culture and values - driving diversity of background and thought, low-ego results, applied curiosity and tireless service to our customers and community. Corelight is committed to a geographically dispersed yet connected employee base with employees working from home and office locations around the world. Fueled by an accelerating revenue stream, and investments from top-tier venture capital organizations such as Crowdstrike, Accel and Insight - we are rapidly expanding our team.

Check us out at www.corelight.com

Notice of Pay Transparency:
The compensation for this position may vary depending on factors such as your location, skills and experience. Depending on the nature and seniority of the role, a percentage of compensation may come in the form of a commission-based or discretionary bonus. Equity and additional benefits will also be awarded.

Compensation Range
$185,000$216,000 USD