Bitdefender

Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience.. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands.. Oversee a team responsible for crafting and enhancing customer journeys for the Bitdefender Business suite of products and services to ensure customer renewal and expansion.. You have a proven track record of leading the development of top-tier SaaS onboarding, deployment, and adoption journeys, resulting in higher renewal rates and product expansion.. You hold a valid certification or have expired in the past three years for one of the following credentials: CISSP, CEH, OSCP, CompTIA Security+, Cisco CCNA Security, or similar.

director customer success

About Bitdefender
Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com
About the Job: ( any candidate who considers this role must be located in or near San Antonio, Texas)
As the Director of Customer Success, your team and work will have high visibility. You will drive revenue growth, increased customer satisfaction metrics, and actionable insights and strongly advocate for the customer and your team. Your team will be responsible for scaling a top-performing sales ecosystem.
You will be evaluated and compensated based on the Customer Success team's performance, initiatives to grow the customer success function, and customer satisfaction metrics, such as Value Enhancement Score, Customer Effort Score, and Customer Satisfaction.
Responsibilities:
Oversee a team responsible for crafting and enhancing customer journeys for the Bitdefender Business suite of products and services to ensure customer renewal and expansion.
Ensure a seamless customer experience by coordinating cross-functional customer journeys and escalations with teams, including technical support, professional services, sales, product & engineering.
Set performance targets for the customer success organization based on onboarding, deployment, adoption, health metrics, and retention, aligned to Bitdefender's strategy and metrics.
Oversee the creation of enablement and skill set development for the customer success teams.
Develop and drive execution of strategic projects to build and improve the organization, our metrics, our journeys, and our cross-functional collaboration processes.
Maintain strong partnerships with Technical Support, Professional Services, Sales, and Product Management functions.
Build and maintain customer health monitoring and reporting.
Coordinate customer escalations and serve as escalation point upon request.
Establish and nurture connections with key clients at the executive level to foster strong partnerships.
Requirements:
You have at least ten years of customer-facing experience, with four years in management and global responsibilities.
You have extensive experience in fast-paced environments and are comfortable making decisions driven by in-depth analysis of customer-facing KPIs.
You have a go-to-market and post-sales commercial sales mindset and are comfortable managing and expanding customer relationships.
You have a proven track record of leading the development of top-tier SaaS onboarding, deployment, and adoption journeys, resulting in higher renewal rates and product expansion.
You are passionate about building teams with a growth mindset culture and adaptable to meet market and company requirements.
You possess expertise in handling customer escalations and have prior experience in managing accounts and projects.
You have exceptional communication skills and a collaborative mindset. The ideal candidate should be able to communicate effectively with team members and external stakeholders to ensure that customers are satisfied.
You should also be able to work closely with colleagues from different departments to achieve common goals.
You can listen actively, articulate ideas clearly, and provide constructive feedback, which is crucial in this role.
The successful candidate should have a track record of building solid relationships with others and be able to adapt their communication style to suit different audiences.
Considered a plus:
You have a minimum experience of 3-5 years in the cybersecurity industry.
You hold a valid certification or have expired in the past three years for one of the following credentials: CISSP, CEH, OSCP, CompTIA Security+, Cisco CCNA Security, or similar.
Additional requirements for this role:
Travel requirements: the candidate is open to occasional travel according to the need for strategic customer engagement and on-site.<br/><br/>#J-18808-Ljbffr

START NEW SEARCH