What are the responsibilities and job description for the Director customer service position at Radware?
About Radware : Radware is a global leader in cybersecurity solutions and application delivery services. With a track record of innovation and excellence spanning more than two decades, we provide cutting-edge technology to businesses, organizations, and service providers to protect their digital assets from cyber threats, ensuring business continuity and an exceptional user experience.
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.
Job Summary : Radware is looking for a dynamic and results-driven Director of Customer Success, Advanced Services for North America to lead our customer success team.
The Director will be responsible for enhancing customer satisfaction, driving customer retention, and ensuring our clients realize the full value of Radware's solutions.
The Director of Customer Success will collaborate closely with sales, support, and product teams to deliver exceptional customer experiences.
Key Responsibilities :
Customer Success Strategy : Develop and execute a comprehensive customer success strategy that aligns with Radware's business objectives and ensures customer satisfaction, loyalty, and advocacy.
Define clear customer success goals, KPIs, and metrics to measure customer satisfaction and retention.
- Team Leadership : Build and lead a high-performing Advanced Services Customer Success team working with Technical Account Managers (TAMs) and Resident Engineers (REs), fostering a culture of customer-centricity, accountability, and continuous improvement.
- Customer Engagement : Build a strong relationship with key customers, understanding their unique needs and ensuring their success with Radware's solutions.
Collaborate with sales, product, and support teams to ensure a seamless customer experience.
Onboarding and Adoption : Implement onboarding programs to ensure customers are efficiently and effectively onboarded to Radware's solutions.
Monitor and drive product adoption and usage to maximize customer value.
Customer Retention : Proactively identify and address customer issues, challenges, or concerns, working to resolve them promptly.
Develop and implement retention strategies to reduce churn and increase customer lifetime value.
Customer Advocacy : Encourage and support customer advocacy initiatives, including case studies, testimonials, and referrals.
Leverage customer feedback to influence product development and improvements.
Data Analysis and Reporting : Collect and analyze customer data to derive insights and improve customer success processes.
Create and present regular reports to the executive team on customer success, performance and trends.
Qualifications :
- Bachelor's degree in a related field (MBA or advanced degree is a plus).
- Minimum of 7 years of experience in customer success, account management, or a related field.
- Strong leadership skills with experience managing customer success teams.
- In-depth knowledge of cybersecurity solutions and industry trends.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data, derive insights, and make data-driven decisions.
- Customer-focused mindset and a commitment to delivering exceptional customer experiences.
Why Radware :
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge cybersecurity technology.
- Collaborative and dynamic work environment.
- Career growth and development opportunities.
- Commitment to work-life balance.
If you are an enthusiastic and dedicated professional with a passion for customer success and a strong background in cybersecurity, we invite you to join our team as the Director of Customer Success at Radware.
Apply today and contribute to our mission of making the digital world a safer place.
Primary Location : US-New Jersey
Job : Customer Relationship Management
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Last updated : 2024-10-10
