DTEX Systems

Vice President, Customer Success

Customer Success - Remote - Full Time

Job Description:  Vice President- Customer Success
About DTEX Systems
DTEX Systems helps hundreds of organizations worldwide better understand their workforce, protect their data, and make human-centric operational investments. At DTEX, our philosophy towards our business is the same as our philosophy towards technology: people come first. Our future depends on bright, energetic, talented people who share a passion for building the next generation of user behavior intelligence. We invite you to bring your talent to DTEX and help create our future, expanding our reach and influence worldwide. Learn more about DTEX’s mission to proactively protect global organizations from insider threats at www.dtexsystems.com; LinkedIn DTEX Systems: Overview | LinkedIn
Why you should choose DTEX as your next career:
  • Opportunity to be part of a disruptive high growth success story at the cutting edge of the cybersecurity AI evolution.
  • DTEX is a great place to work because of its mission-oriented culture and passion for protecting customers.
  • We offer exciting growth opportunities and an excellent platform for individuals to contribute to thought leadership as experts in their field.
  • We are uniquely positioned to solve highly relevant and complex risks and challenges associated with insider risk.
  • Opportunity to be part of a business that’s passionate about creating first-of-a-kind solutions.
  • Best in class benefits.

Brief Description
The successful Vice President of Customer Success candidate will have very strong leadership, communication, and management skills with a foundation of technical knowledge, enhanced by a clear devotion to serving and delighting customers. This position will lead DTEX’s world-wide Customer Success team, which is tasked with customer value delivery, including i3 services, and the triage and support of customer cases.
Responsibilities:
  • Set, communicate, and execute on a plan to improve DTEX’s customer success operations and outcomes.
  • Oversee all customer success activities, including onboarding, support, services, adoption, advocacy, and retention.
  • Develop and implement customer success metrics to measure and improve customer satisfaction.
  • Evaluate and understand current customer needs, while also anticipating future needs and building long-term sustainable solutions
  • Act as a key partner to sales and executive teams, with the ability to pull team members together to fight fires, increase renewals, and broaden upsells.
  • Become proficient in DTEX’s strategic accounts, acting as an ambassador for DTEX and building and leveraging customer relationships to broaden our stakeholder base within those companies.
  • Provide executive summary of health of customers and reporting.
  • Directs, measures, and drives teams to deliver on business unit KPIs and customer SLAs.
  • Increases operational effectiveness whilst expanding customer value.
  • Drive knowledge and training initiatives, such as CS tool implementation and process formalization through documentation
  • Ensure customers see value from products and services.
  • Keep abreast of and provide thought leadership on industry best practices, concepts and trends, making sure that we continually evolve our strategy to keep ahead of competitors.
  • Maintain strategic engagements with key clients to ensure the function stays relevant and current in its thinking, adding gravitas and seniority during critical events.
  • Work with the team to identify, monitor and report trends
  • Collaborate with other departments to align company goals and strategies with customer success initiatives.
  • Create, implement and enhance internal reporting, and other processes to optimize team productivity
  • Executive level customer engagement

Skills & Experience
  • 10+ years of leadership within a Global Customer Service or Technical Support organization.
  • 10+ years of proven success working directly with customers within a technology company
  • Outstanding verbal and written communication skills to foster and leverage teamwork
  • Excellent presentation skills, strong leadership presence
  • Communication as a core strength.
  • Executive presence and ability to speak to customer executives.
  • Heavy focus on using data to articulate a story or an issue
  • Customer acumen to champion the customer problem until resolution
  • Excellent time management skills with and strong sense of urgency
  • Desire to learn new skills/technologies and remain up-to-date with latest trends; passion for solving technical problems
  • Experience working with and improving support and consulting/service delivery teams
  • Ability to manage critical cases after hours as needed
  • Good knowledge of DTEX general products desirable
We take good care of our people. Our benefits include:
  • Fully remote company; flexible time off
  • Comprehensive health, vision, and dental coverage
  • Company computer hardware of your choice with work from home setup reimbursement (inc. Monthly Internet & Phone Reimbursement)
  • Wellness perks including access to mental healthcare services, gym discounts and personal care concierge
  • Virtual events, happy hours, trivia, and fun
  • Opportunities to learn and grow
DTEX Systems is one of the most trusted and innovative brands in the cyber security market. We have received significant financial backing from leading VC firms and have just set a record-breaking year of growth. So why not trust DTEX with that all important next step in your career?

DTEX Systems is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics.
 
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