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Director of Customer Success

Illumio

Illumio

Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Thursday, September 7, 2023

No Agency Submissions Accepted.

In this role, you will manage your customers starting with onboarding, through deployment, and on to success so they can realize the value of their investment and continue growing.
Every day, you will manage your time to ensure every customer in your portfolio is making progress toward adoption and growth. You will establish and build relationships, both internal and external.
To thrive in this role, you must know your customers, build trust and drive value. This requires managing your time, inspiring customers to adopt and grow, and building a trusted rapport with the entire cross-functional organization.

About the Team:

Illumio’s Support and Services organization ensures our success in deployments, expansions, and in building trusted partnerships with our clients. Joining our team means solving problems that matter—securing over one million workloads globally and stopping cyberattacks and ransomware from spreading into cyber disasters. Illumio is trusted with securing the most sensitive infrastructure in our client’s environments.

We are in a unique position from other security companies in that we don’t have 10s or 100s of products to support. When you engage with a client, you will build strong relationships based on expertise from a knowledgeable team that supports you with a precise and proven product portfolio. That, combined with being a Zero Trust Leader, creates a customer-base that is incredibly loyal and seeking a true partnership—our CSat is 4.8/5 and rising. We do everything we can to make our clients successful.

Key Responsibilities:

  • You will be assigned to our Americas (AMS) region, managing Customer Success Advisors and collaborating with a cross-functional team to drive customer value.

  • Work with subject matter experts in Training, Support, Engineering, Professional Services, and Product, assembling the appropriate resources for each account.

  • Lead our AMS Customer Success Advisors to manage portfolios and foster relationships.

  • Inspect customer adoption issues and increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform.

  • Tie adoption health to renewal and ensure that value is being delivered.

  • Establish “trusted advisor” relationships with the management and technical teams on the customer side while working with our account team to extend Illumio’s footprint.

  • Lead and support meetings with internal and external stakeholders on major accounts.

  • Identify areas of risk, ensure all stakeholders are aware, and drive mitigation plans.

  • Monitor the adoption health across all accounts within your team’s portfolio and generate a quarterly improvement plan to drive adoption score increases.

  • Occasional travel to company headquarters and customer sites may be required.

Experience:

  • A customer-focused approach to leadership

  • Win-win problem solving and consensus-building approach within cross-functional teams

  • Proactive identification and communication of critical decision points, issues, and resolution

  • Excellent time management to evaluate and prioritize work activities for you and your team

  • Flexibility in applying customer success methodology to varied customer cultures and priorities

  • Autonomy in decision making

  • 10+ years of customer relationship experience

  • 6+ years of professional management experience

  • Experience managing cybersecurity, network, and data center infrastructure clients

  • Clear and compelling communication

  • Ability to execute account and company growth strategy

  • Escalation mitigation experience

  • Expertise in documenting customer successes

  • Ability to build a strategic roadmap for every customer that defines how they should adopt Illumio’s products to meet their desired outcomes

About Illumio:

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.

Pay Range:

$193,000.00 USD - $232,000.00 USD

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, location, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, or applicable laws.

Benefits:

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program.#LI-CW1 #LI-REMOTE