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Armis VP Global Customer Success United States, Massachusetts, Boston 456101991
21.09.2024
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What you will do:
- Help facilitate an orderly transition from 2 separate success functions to a single aligned team. Re-orient Success focus from Deployment + Value Realization to a more concentrated focus on the Value Realization from business personas/users of Armis as we simultaneously build and evolve implementation services through Partners enabled by our own Delivery Assurance function.
- Own and refine the Customer Journey reinforcing awareness, tracking, and measurement across all stakeholder groups
- Lead cross-functional efforts to evaluate post-sales Success Levels (customer segmentation), define engagement & capacity models to ensure quality delivery and business efficiency
- Strengthen the relationship with Sales to foster a cohesive GTM team ensuring appropriate partnership across the entire customer lifecycle and appropriate identification of customer expansion opportunities
- Work with Customer Marketing team to nurture the ongoing advocacy initiatives (e.g., case studies, references, peer reviews) as well as help identify opportunities for cross-sell and up-sell marketing
- Align with Renewal team on joint forecast for forward looking Gross Renewal Performance
- Govern the Feature Request process to ensure right priorities are established with Product representing the critical and high business needs within the customer base
- Partner with Digital Experience team to evolve the Customer Journey via online community, digital campaigns, and in product experiences to scale capabilities across all customer segments
- Define and evolve the Success interaction model with customers who are also using Partner-led deployment, management, and/or value add services.
- Steward team of post-sales "Experts" to define and keep evergreen best practices for Armis adoption by solution domain (IT, OT, Medical) as well as platform suite (Centrix, Actionable Threat Intelligence, Vulnerability Prioritization & Remediation).
- Evolve best practices for value delivery (e.g., contact / persona mapping, internal strategy reviews / shared account plans, regular value updates, executive business reviews, etc.)
- Refine and evolve programs to measure customer adoption and health (e.g., Health Score, Tripwires, etc.) to maximize awareness and proactivity within the team
- Manage the "At Risk" process, ensure playbooks exist and are followed for most common risk areas, and appropriate awareness is fostered across GTM organization and executive leadership
- Sponsor the semi-annual Net Promoter Score process collecting and assimilating customer feedback into actionable next steps aligned to the Voice of the Customer.
- Represent Customer Success at important events such as Customer Advisory Board, major Industry or Armis events as required
- Reinforce the career model and professional development for the team ensuring they have the required Armis platform knowledge, solution domain expertise, and soft skills required for success.
- Minimum of 10-15 years of leadership experience in Customer Success or a related post-sales role
- Demonstrated ability to lead strategic initiatives and drive organizational transformation, particularly in aligning multiple teams and functions
- Experience in building and refining Customer Journeys, segmentation, and engagement models
- Strong ability to collaborate with Sales, Product, Marketing and other cross-functional teams to drive customer value and business outcomes
- Experience in leading cross-functional initiatives and fostering a cohesive go-to-market (GTM) strategy
- Deep understanding of customer needs, with a focus on driving value realization and adoption across various customer personas and segment
- Experience in managing Customer Health programs, including Health Scores, NPS, and risk management processes
- Strong analytical skills with the ability to leverage data and metrics to drive decision-making and measure success
- Experience in defining and evolving programs that measure customer success and impact
- Expertise in leading teams through significant transitions, including the integration of new services, processes, or partner models
- Experience in representing the Customer Success function at industry events and customer forums
- Proven ability to develop and mentor high-performing teams, fostering a culture of continuous improvement and professional growth
- Strong understanding of cybersecurity solutions, including IT, OT, and medical environments - an advantage
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