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Director of Customer Experience Operations - IC Role

Claroty

Claroty

Customer Service, Operations
Israel
Posted on Tuesday, April 30, 2024

Description

Claroty empowers the world's largest enterprises to secure their cyber-physical systems across industrial (OT), healthcare (IoMT), and enterprise (IoT) environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, risk and vulnerability management, threat detection, and secure remote access. Our platform is deployed by hundreds of organizations at thousands of sites across all seven continents.

Launched by the famed Team8 foundry in 2015, Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. Claroty has raised $635 million in funding from the world’s largest investment firms and industrial automation vendors – including SoftBank, Bessemer Venture Partners, Rockwell Automation, Schneider Electric, and Siemens – making it the most well-funded industrial cybersecurity company.

At Claroty, we are looking to hire individuals who embody our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.

We always search for energetic people who will get excited about these values and make a difference.

We're looking for Director of Customer experience who will maintain and upgrade the Customer Experience team’s tech stack to match evolving business needs.

Responsibilities

  1. Design and implement the Customer Journey which will consist of measurable processes and interlock teams and departments to help customers realize the full value of the Claroty solution.
  2. Implement and enable processes and systems to ensure customer renewals and expansions are identified and risks are dealt with to avoid churn.
  3. Drive key internal cadences for the Customer Experience (CX) organization team to ensure smooth function and communication.
  4. Remove obstacles for team members to achieve quarterly/annual goals by proactively solving problems and also championing a culture of proactive problem solving.
  5. Serve as a project management office for the Customer Experience (CX) organization to ensure projects are completed in a timely fashion.

This is an IC role and not managerial

Requirements

  1. Minimum of 5 years leading projects in a Customer Experience Operations domain, preferably in the technology industry.
  2. Proven experience in implementing and optimizing and improving customer journey processes and systems.
  3. Proficiency in data analysis and interpretation to drive decision-making.
  4. Strong project management skills with the ability to manage multiple initiatives simultaneously.
  5. Demonstrated ability to drive results and achieve goals in a fast-paced, dynamic environment.
  6. Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and levels of the organization.
  7. Familiarity with customer relationship management (CRM) systems and other relevant technologies.