Customer Experience Director

Requisition #?

CUSTOMER EXPERIENCE DIRECTOR

Our commitment to simplicity and innovation sets us apart, making cybersecurity both accessible and effective for all organizations. Our more than 900 remote employees across 35 countries work to ensure a brighter digital future by safeguarding data, identities, and infrastructure reducing both the risk and the impact of a breach.
 
 Netwrix empowers security professionals to face digital threats with confidence by enabling them to identify and protect sensitive data as well as to detect, respond to, and recover from attacks. More than 13,500 organizations across 100+ countries rely on Netwrix solutions to strengthen their security and compliance posture. By reducing the cybersecurity burden with Netwrix, organizations concentrate on advancing their cause while reducing cyber risk.

With more than 15 years of expertise in the field, Netwrix continues to expand its market presence through innovation, organic growth, and strategic acquisitions (Stealthbits, StrongPoint, Anixis, NNT, PolicyPak, UserCube, Mateso, Imanami, CoSoSys, Remediant, PingCastle). Our journey is further strengthened by the backing of the renowned private equity firms, TA Associates and Centerbridge Partners.

Netwrix is headquartered in Frisco, Texas, and has regional offices in the U.S., the UK, France, Germany and Pakistan.  Due to the pandemic, we have all moved to home offices, and have remained remote ever since.

Due to continued accelerated growth, we are looking for a detail-oriented, creative and strategic Customer Experience Director to join our team. Are you an energetic and ambitious individual with 5+ years work experience and are ready to get your career on the fast-track in a high-growth, tech environment?  Working for Netwrix you will have an opportunity to make immediate business impacts while accelerating your personal career journey, surrounded by a positive and motivating team. 

What You Will Do: 

The Customer Experience Director is responsible for assisting the Account Managers, Renewals Managers and Customer Success Managers through active situations where a client’s experience has not been what we strive for. 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 deployed to quickly resolve any dissatisfaction.

Duties/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.

You are a strong fit for this role if you have:

· Customer Obsession: Demonstrated passion for delivering exceptional customer experiences and ensuring Customer Success.

· Experience: 5+ years of experience in a customer-facing role, such as Customer Success, Account Management, or similar.

· Excellent Communication: Strong verbal and written communication skills. Ability to communicate effectively with both technical and non-technical stakeholders.

· Empathy and Patience: Empathetic listener with a patient and positive attitude. Able to empathize with customer challenges and provide support accordingly.

· Problem-Solving Skills: Proven ability to analyze complex situations and provide creative solutions to meet customer needs.

· Collaborative Team Player: Ability to work collaboratively with cross-functional teams to ensure customer success.

· Tech-Savvy: Familiarity with information security is a plus.

· Bachelor's Degree: A degree in Business, Marketing, or a related field is preferred.

· Tools: Salesforce.com and Microsoft Office Applications.

· Most importantly, you are intellectually curious and eager to learn about everything (new technologies, industry best practices, customer’s “whys”, etc.).

Why You’ll Love Working at Netwrix:

• Unlimited PTO
• Excellent Health Benefits
• Paid Parental Leave
• Wellness Programs (walking challenges, virtual yoga classes, and virtual stretching exercises)
• On the Go Training Sessions on Topics that Matter
• Team Orientated and Collaborative Colleagues
• Casual and Innovative Work Environment
• Opportunities for Career Advancement
• Regular Town Halls to Keep You Informed

All Told…We’re a Culture that Truly Cares About our Employees, and Their Voice to Help Us Thrive! We welcome people across all different backgrounds and experiences and look forward to hearing from you! 

Netwrix is an Equal Opportunity Employer