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Sr Director, Customer Success Solution Engineering

Plano, Texas, United States of America

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Job Title:

Sr Director, Customer Success Solution Engineering

Role Overview:

The Senior Director, Customer Success Solution Engineering position is a strategic, high-visibility role curating and scaling an industry-leading customer experience. In this role you will work cross-functionally with customer success, product, GTM, and services teams to enable successful security outcomes for customers. Defining use cases to align and drive value realization, the team of Solution Engineers will define, curate, and enable customer success to aid customers with adoption. In building the success portfolio, you will develop adoption strategies, delivery plans, and enablement to realize the customer experience at scale.

The Senior Director, Customer Success Solution Engineering position is a strategic, high-visibility role curating and scaling an industry-leading customer experience. In this role you will work cross-functionally with customer success, product, GTM, and services teams to enable successful security outcomes for customers. Defining use cases to align and drive value realization, the team of Solution Engineers will define, curate, and enable customer success to aid customers with adoption. In building the success portfolio, you will develop adoption strategies, delivery plans, and enablement to realize the customer experience at scale.

Responsibilities:

* Ownership of the technical adoption journey across the portfolio, designing delivery activities across customer success, professional services, learning and support.

* Responsible for technical adoption and customer health, enabling customer retention and expansion through defined use cases and methodologies for deployment.

* Engage and lead cross-functional and geographically disperse teams in the development and execution of Customer Success product roadmaps.

* Build deep and mutually constructive relationships with the Product team and the Customer Success field, representing the customer experience in product roadmaps and reviews.

* Supporting Customer Success Product Management in service product development, including leading the creation of necessary collateral to facilitate sales, customer delivery, and enablement.

* Curate product technical best practices and methodologies to use in customer success delivery.

* Develop enablement pathways an curricula to enable technical job roles on current products, and in support of future product releases.

* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems

Qualifications:

* Technical software service delivery, preferably in an enterprise environment (customer success, pro serv, support, learning) preferred.

* Demonstrated ability to lead and motivate others, especially top technical talent

* Experience as a people manager of technical teams

* Strong capacity for influencing, negotiating, and delegating efforts

* Excellent verbal and written communication skills, presentation skills

* Ability to work in a fast paced, challenging environment with global teams supporting global customers

* Experience as Solutions Architect, Consultant, Professional Services or similar roles desired

* 10+ years of customer facing services delivery roles

*5+ years of cybersecurity experience

* BA/BS or equivalent, MBA a plus

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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