Customer Success, (Analytics) Program Manager

Austin, TX /
Customer Success – Customer Success - Americas /
Exempt Full Time
Exabeam is a global cybersecurity leader that adds intelligence to every IT and security stack. We are reinventing the way security teams use analytics and automation to solve threat detection, investigation, and response (TDIR), from common security threats to the most critical that are difficult to identify. The Exabeam Security Management Platform is a comprehensive cloud-delivered solution that leverages machine learning and automation using a prescriptive, outcomes-based approach to TDIR. It is designed and built to help security teams detect external threats, compromised users and malicious adversaries, minimize false positives, and make security success the norm. For more information, visit www.exabeam.com.

 
The Program Manager is a key role in our rapidly growing Customer Experience Programs team within Exabeam’s Customer Success org. The ideal candidate will have a strong program management background, excellent communication skills and deep empathy for our customer’s everyday struggles and challenges. We are looking for an individual who is skilled at strategizing and executing on our customer experience vision to improve our overall Product and Services Design. This role will drive people, process, and technology initiatives to optimize the customer experience end-to-end.

The ideal candidate will have the mindset and presence of a consultant, coupled with the skills of an analyst to define and execute on the end to end program. Core traits include strategic thinking, ability to direct / manage cross-functional teams independently, creativity and presentation skills. 

Responsibilities:

    • Aggregate and evaluate complex data sets to to identify key stages of the customer journey that need attention or improvement
    • Identify key Moments of Truth (MoT) that make / break customer journeys and provide data-driven recommendations on root causes of customer pain points
    • Develop journey maps, use-case maps and other tools to lead teams through problem solving of complex challenges that directly impact the product adoption experience
    • Drive the impact to experience with people/process/technology initiatives that result in quantifiable CX metric improvements
    • Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content
    • Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion
    • Evangelize the Customer Experience mission and vision to all levels of the organization

Requirements:

    • Bachelor’s degree in Engineering, Information Sciences, Computer Science or a related field
    • 3-5 years of progressive program management experience in Customer Success, Customer Support or Operations Mgmt
    • 3+ years of experience working cross-functionally with product management, product development, and operational support teams
    • 2+ years experience in process mapping and optimization modeling
    • Strong program management experience including strategic planning, organization, execution, and follow-through
    • Six Sigma or similar process improvement experience
    • Knowledge and experience around the customer engagement lifecycles and products such as Salesforce.com, Pendo and Gainsight
    • Excellent documentation skills to summarize complex information into executive summaries outlining cross-functional accountability + responsibility
    • Exceptional problem-solving skills to work through complex challenges and define creative solutions
    • Skilled at cross organizational collaboration and influencing interpersonally, at all levels, to build alignment and drive closure on issues and results
    • Compelling presentation skills to build and share inspiring visual stories and use cases
Exabeam is privately funded by Blue Owl Capital, Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit https://www.exabeam.com or follow us on LinkedIn and Twitter.