Global Success Lead

Job Description

CyberArk is looking for an experienced cloud best practices expert who is strategically minded, has excellent analytical thought process, and grounded in practical experience with Cloud and Development technologies. As Global Success Lead you will be the focal point for post-sales success of the Cloud business line. Your ultimate responsibilities will be ensuring all post-sale teams understand and support the priorities of your business line and driving customer satisfaction, product adoption and growth in your respective product lines measured by key metrics such as customer satisfaction, customer health, and gross and net retention.
 

The Global Success Leadis a global, strategic, and highly visible role that requires deep understanding of the customer base and experience with the relevant technologies end users utilize every day. In addition, this person actively manages the post-sale priorities and initiatives while building relationships across the organization and utilizing their skills to influence and drive results.

What you will do:

Go-To-Market (GTM) Leadership

• Serve as a key member of the GTM team for your business line, helping shape and influence product and GTM strategy based on your expertise and knowledge of relevant cloud technologies and end user’s daily requirements.
• Align with Product Marketing and Voice of Customer teams to understand, listen and respond to customer insights.
• Partner closely with BI and CS Operations to define and measure key metrics and develop a deep understanding for the post-sales health of your relevant product lines as you become the “Go-To” for details thereof.
• Represent the Customer Success organization in greater GTM meetings and strategic decisions, requiring lock-step alignment with CS leadership.

Connecting the Field and Product

• Build deep and mutually constructive relationships with Product and Development teams, representing the customer experience in product roadmap discussions based on deep understanding of customer and end-user needs.
• Partner with Product Management to continuously improve products and bring Voice of Customer and Voice of Employee insights into the organization, driving and influencing product roadmaps.

Developing Customer Retention & Growth Strategy

• Drive continuous improvement for the end-to-end product specific customer lifecycle, including onboarding, implementation, adoption through to retention and expansion.

• Define use cases and strategies to drive value realization for customers by advising and enabling Customer Success to aid customers with adoption.
• Identify systemic and/or critical issues related to product or processes and drive actions to prevent future problems.

Customer Success Leadership:

• Work to ensure long-term success of customers; strategically partnering cross functionally with relevant leaders in support, services, training, customer success management, and renewals.
• Develop a deep understanding for the health of customers, renewal risk, and forecasting for your relevant products and work with relevant teams and partners to create plans and methodologies to mitigate risk, increase adoption, unlock value.
• Support and advise on the creation of necessary collateral to facilitate cross-sell/up-sell, delivery, and enablement.
• Drive the development of enablement pathways and curriculum to enable Customer Success on current products and support the same for future releases.

A successful Global Success Lead for Cloud has strong knowledge of cloud service providers, relevant certifications and is well versed in infrastructure  as code tools such as Terraform. They have familiarity with cloud monitoring and logging services, orchestration technologies, and the day-to-day of Cloud Infrastructure Engineers, Cloud Security Architects, and other relevant roles.

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Qualifications

What you need to succeed:

• 5+ years’ experience working with cloud computing platforms, with relevant certifications being a plus
• 5+ years combined work experience managing the post-sale experience in support of Cloud Infrastructure, Cloud Service Providers, Cloud Sales Engineering environments
• Experience with cloud security best practices and understanding of compliance frameworks relevant to cloud computing (e.g., ISO 27001, SOC 2, GDPR).
• Bachelor’s degree required; professional degree preferred
• Demonstrated track-record of successful collaboration across multiple organizations to achieve desired outcomes.