VP Global Customer Success & Support

United States /
Customer Success – CSM /
Full-time

It is the VP of Global Customer Success & Support's responsibility to drive customer adoption of Anomali solutions and deliver a world class global support function. Customer success is achieved by driving initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role and education of product capabilities . He/she provides guidance/direction to customers on how to best get value from Anomali products. He/she should possess strong application functional expertise as well as strong sales expertise. He/she will maintain frequent voice and email contact with the assigned customers and will serve as an escalation point for issues that impacts their success. He/she will be required to maintain strong working relationships with other Anomali customer facing personnel in the Sales, Services, Marketing, Engineering and Product Management teams. 
Responsibilities
o Acquire complete command of Anomali products
o Understand customer requirements; design and implement appropriate Anomali solutions.
o Work with the customers to ensure they are leveraging the solution and achieving success
o Work directly with customer to create and develop a project plan lifecycle and manage project from start to finish
o Understand customer level of adoption of the Anomali products/services by performing Customer Success Evaluations
o Serve as a coach and trusted advisor to large and strategic Anomali customers
o Support large and strategic customer pre-sales activities
o Derive and disseminate best practices to help drive customer adoption of Anomali products and services
o Participate in reports and presentations to all levels across the organization
o Best practices development and implementation support
o Provide product feedback to product management based on field experiences
0 Drive forward a world class global customer support function, maintaining superior NPS scores and providing the team with guidance and direction.
 0 Responsibility for the Global renewal number and working closely with Finance / Operations throughout the fiscal year in regard to those numbers.

Required Skills/Experience
o B.S. or B.A. College Degree
o Past experience in putting into place a scalable tiered Customer Success model that supports a large number of customers that require different levels of service.
o Strong presentation skills and credibility with C-level executives
o Strong verbal and written communication skills
o Strong technical background and ability to speak to engineers, developers and end users
o Knowledge of enterprise level businesses and inner IT workings
o Forensics and general security consulting a plus.
o Past experience with leading Global Customer Success and Support teams with a SaaS/ Cloud enterprise solution.  (Minimum 8 years at management level)
o Proven familiarity with leading Customer Success teams to assist with cross-sell and up-sell solutions.


Travel
45% Travel ( when COVID restrictions allow)
Travel may include but not limited to: customer locations, local user groups, user conferences events, corporate events is required. 


Equal Opportunities Monitoring
It is our policy to ensure that all eligible persons have equal opportunity for employment and advancement on the basis of their ability, qualifications and aptitude. We select those suitable for appointment solely on the basis of merit without regard to an individual's disability, race, religion, sex, age or sexual orientation. Monitoring is carried out to ensure that our equal opportunity policy is effectively implemented.
 
If you are interested in applying for employment with Anomali and need special assistance or accommodation to apply for a posted position, contact our Recruiting team at recruiting@anomali.com.