Regional Director, Technical Success

Netskope ,
London, Greater London
More Details

Overview

Job Description

About Netskope Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, San Francisco, Seattle, Bangalore, London, Melbourne, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive.Visit us at Netskope Careersand follow us on Twitter@NetskopeandFacebook About the position: Regional Director, Technical Success The Regional Directors lead the strategy and execution for our customer success team to ensure the successful adoption, maturity, and growth of our customers across their assigned region. They focus on recruiting, growing, mentoring and coaching for their team of customer success managers (TSMs) and includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). The Regional Directors understand the Technical Success Managers' roles, processes, and paths to success and help define this within the broader sales organization. Additionally, they work with Netskope's strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of Netskope, ensuring they are realizing business value from the ongoing use of our solution. Key Tasks Are: * Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores * Lead World-class Customer Success team, recruit experienced leaders for each functional role * Attract high potential individual contributors into the team, as well as develop existing team members through the TSM Job Leveling Guideline * Define and optimize customer lifecycle, as described in their Value Realization Plan, identify opportunities for continuous improvement, Learn from best practices in the industry * Manage Customer Success activities to include onboarding, training, professional services, customer support, customer success management, renewals, cross-sell / up-sell, advocacy * Measure Effectiveness of Customer Success, define operational metrics for team * Manage the team to conduct periodic QBRs, develop joint success plans, conduct customer health-checks and review customer health scores with an emphasis on customers' success with Netskope * Partner closely with account executives and other cross-functional team members to translate business needs and product requirements into new solutions for customers * Align with cross-functional teams to drive marketing to existing clients, driving product roadmap, cross-sell and up-sell and focus on selling with a retention focus, measurement, forecasting, key metrics and objectives #LI-MM1

People also viewed