Customer Experience Director - EMEA

About Us

At Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 15,000 organizations in over 100 countries around the world.

Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Centerbridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners.

Position Overview

The Customer Experience Director is an individual contributor role which serves as an escalation point for Account Managers, Renewal Managers and Customer Success Managers to help remove roadblocks and risk. Your main objective will be to understand the root of the problem, develop a get to green plan, and work with cross functional teams to create a win/win situation for the customer and Netwrix. Referred to internally as the CX SWAT team, the Customer Experience Director is temporarily deployed to quickly resolve any dissatisfaction.

Responsibilities

• Collaborative Problem Solving: Orchestrate internal resources to gain consensus on the plan to resolve any barriers to success, and ensure the plan is executed on promptly.
• Communication Skills:  Clear communication with both internal stakeholders and customers. Ensure all parties have the same understanding and are clear on the plane and next steps.
• Responsiveness: Quickly respond to requests to ensure a positive outcome without delay.
• Conflict Resolution:  Proficiency in addressing conflicts as soon as they are identified, by clearly defining the problem and gaining agreement on the solution through open dialogue.
• Renewals and Expansion: Collaborate with the Account Managers and Renewal Managers to drive contract renewals and identify upsell and cross-sell opportunities based on Customer needs.
• Customer Advocacy: Be the voice of the Customer within Netwrix. Advocate for Customer needs, feedback, and feature requests to drive product improvements and enhancements.
• Extreme Curiosity: Strong desire to understand what the customer is looking to accomplish, and WHY it is important to their business. Genuine interest in how you can help our customers achieve their desired outcomes.

Qualifications

• Customer Obsession: Demonstrated passion for delivering exceptional customer experiences and ensuring Customer Success.
• Experience: 8+ years of experience in …