Vice President of Customer Success Redwood Shores CA - Plano, United States - Imperva

Description

Vice President of Customer Success - Redwood Shores, CA Cyber Securityis abig deal. It's in the news, growing rapidly, a critical tool for every company, andour specialty.

Impervais apublic company (


NASDAQ:
IMPV) andleading provider of data and application security solutions that protect business-critical information in the cloud andon-premise.

Our customersinclude leading enterprises, government organizations, SMBs and service providers who rely onImpervaIncapsulato securely deliver their websites and applications at lightning speed.

Why Imperva? We have experienced the following growth and achievements

Grew revenue 22% to $322 million in 2017

Selling to over 5900 customers worldwide

500 partners in 100+ countries worldwide

Imperva's Web Application Firewall has been in the Leader's Quadrant of the Gartner Magic Quadrant for 4 straight years

Imperva Incapsula is a leader in the Forrester Wave for DDoS Services with the highest score in the "current offering" category


Position Overview:
This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes


Responsibilities:
Drive Customer Success Outcomes

Increase renewal rates and reduce churn

Expand our revenue in accounts through cross-sell and up-sell

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

Map customer journey

Develop listening points in journey (e.g., usage, satisfaction, etc.)

Standardize interventions for each point in journey

Define segmentation of customer base and varying strategies

Identify opportunities for continuous improvement

Learn from best practices in industry

Manage Customer Success Activities

Onboarding

Customer Success Management

Renewals

AdvocacyMeasure Effectiveness of Customer Success

Define operational metrics for team

Establish system for tracking metrics

Create cadence for review within team

Expose subset of metrics to executive team, company and board

Lead World-class Customer Success Team

Recruit experienced leaders for each functional role

Attract high potential individual contributors into team

Create rapid onboarding process for new team members

Foster collaboration within team and across customer lifecycle

Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

Support systems

Reference and advocacy solutions

Customer Success Management platform

Inspire Customer Success Across Company

Create company-wide culture of Customer Success

Align with Marketing around marketing to existing clients

Align with Product around driving product roadmap

Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

Align with Finance around measurement and forecasting

Align with Executive Team around key metrics and objectives

Drive company-wide definition of ideal customer

Create company-wide customer feedback loop

Required Experience/Skills:

10+ years experience in leading customer-facing organizations

Ability to manage influence through persuasion, negotiation, and consensus building

Ideally combined background of post-sale and sales experience

Strong empathy for customers AND passion for revenue and growth

Deep understanding of value drivers

Analytical and process-oriented mindset

Demonstrated desire for continuous learning and improvement

Enthusiastic and creative leader with the ability to inspire others

Excellent communication and presentation skills

Relevant Bachelor's degree; preference for computer science or related degrees

Our Company Imperva(


NASDAQ:
IMPV), is a leading provider of cyber security solutions that protect business-critical data and applications.

The company'sSecureSphere andIncapsula product lines enable organizations todiscoverassets and vulnerabilities,protectinformation wherever it lives – on-premises and in the cloud – andcomplywith regulations.

The ImpervaApplication Defense Center, a research team comprised of some of the world's leading experts in data and application security, continually enhance Imperva products with up-to-the minute threat intelligence, and publish reports that provide insight and guidance on the latest threats and how to mitigate them.

Learn , ourblog, onTwitter.

Rewards Imperva offers a competitive compensation package that includes base salary, medical, employee stock purchase (ESP) programs, flexible time off and more.

It's an exciting time to work in the security space.

Check out our products and services at and career opportunities Legal Notice Imperva is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.

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