WORKING PLACE / Remote 

　　COUNTRY / America’s - USA - East Coast (Florida, Massachusetts, New Hampshire, Virginia)

　　DEPARTMENT / Customer Success 

　　REPORTS TO / VP, Customer Success 

　　TYPE OF CONTRACT: FTE 

　　General purpose: 

　　Verimatrix is a Cybersecurity software company focused on protecting critical customer applications. As our customer experience manager, you’ll oversee and improve all aspects of the customer’s journey, ensuring satisfaction and loyalty throughout the customer’s lifecycle. You understand the impact you’ll create on customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company. Our customers use our software to protect mobile applications that are core to their business and customer interaction.  The Customer Experience Manager (CEM) has a critical role in working with Verimatrix’s customers using video protection and XTD Security software in post-sale interactions.  The role will own the interaction and guidance of customers toward successful adoption of our video software solutions including SaaS and non-SaaS.   

　　Main responsibilities: 

　　Primary point of contact to ensure customers are successfully onboarded post sale 

　　Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels 

　　Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience 

　　Guide the customer, using core use cases, to not just technically deploying and protecting applications but ensuring the customer uses the insights from our software in the overall security operation 

　　Ensure that the customer is using the Verimatrix XTD software to provide key inputs into the CISO’s reporting dashboard 

　　Ensure the customer uses the insights from Verimatrix software in the overall operation 

　　Work cross-functional among the organization’s teams such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives 

　　Support the customers teams and application security teams 

　　Must ensure the customer is using the Verimatrix video security software to ensure that software subscription as well as Software Maintenance revenue streams are preserved 

　　Must achieve internally the required organization goals to include; sales, product management, technical support and professional services 

　　Owns responsibility for customers achieving goals and driving internal awareness of customer progress 

　　Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders 

　　Manage a subset of the Verimatrix customer base along with other CEMs in the Customer Experience organization 

　　Additional projects as assigned 

　　Required skills and experience: 

　　Qualifications & Skills 

　　The CEM will have a deep background in customer management with a heavy emphasis in CyberSecurity software.  The role requires the CEM to have experience interacting with the Chief Information Security Organization within enterprise organizations spanning the financial, healthcare, high tech and other vertical customer markets.     

　　Immersed background in customer management with a heavy emphasis in video protection software  

　　Significant experience interacting with key decision makers across customer organizations 

　　Must have familiarity with Video software security standards 

　　Must have experience forecasting customer software adoption and be comfortable driving software expansion within the customer base 

　　Required prior experience in Technical Account Management, Customer Success or Pre-Sales in the software industry  

　　Familiarity with project management principles and practices 

　　Education 

　　Bachelor’s degree in business administration, marketing, business management, communications, or a related field required or equivalent experience 

　　Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning 

　　Required 

　　6-8+ years of experience  

　　Experience working in Technical Account Management, Customer Success or Pre-Sales in the software industry  

　　Familiarity with Cyber Industry standards such as MITRE ATT&CK, PCI, GDPR etc.  

　　Ability to exercise judgment with respect to placing the customer at the center of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy 

　　Highly effective written and verbal communication skills. 

　　Strong time management, negotiation, and organization skills. 

　　Capable of managing multiple tasks and working well under pressure. 

　　Must be a self-starter, resourceful and able to participate in a highly collaborative, team-oriented work environment. 

　　Ability to maintain confidentiality and assist on sensitive matters with discretion. 

　　Ability to effectively interface with other departments, across all levels of the organization and with technology partners and potential partners and maintain cooperative working relationships. 

　　Proficient with Salesforce, Zendesk, HIbSpot, ChurnZero, Microsoft Office including Microsoft Word, as well as the ability to learn other software programs as needed 

　　About Verimatrix:  

　　Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business. To learn more, visit www.verimatrix.com. 

　　Compensation based on experience: $140-160k USD Annually  + 10% Corporate Bonus

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　　in compliance with Verimatrix’s privacy notice (https://www.verimatrix.com/privacy/)

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