Head of Customer Success CFU

2 weeks ago

Palm Coast, United States CareerBuilder Full time

Who we are:

Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises around the world.

We believe in giving our Tier-1 customers around the world real value by offering them cutting-edge solutions that make their networks smarter and their users more secure.

At Allot, youll have the opportunity to develop professionally and personally in a dynamic environment with like-minded people who always go the extra mile to succeed.

What were looking for:

Allot is looking for a dynamic, detailed oriented and results-driven Head of Customer Success for North America to lead our customer success team. This leader will be responsible for all solutions implementation, enhancing customer satisfaction, and ensuring our clients realize the full value of Allots solutions. This role is critical in maintaining long-term relationships with our customers and helping them achieve their security objectives. The Head of Customer Success will collaborate closely with sales, R&D, support, and product teams to deliver exceptional customer experiences.

What youll do:

Customer Success Strategy: Develop and execute a comprehensive customer success strategy that aligns with Allots 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/Project Managers and Professional Service Engineers, 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 Allots 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 Allots 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 reports to the executive team on customer success, performance, and trends.

Requirements:

What you should have:

Bachelor's degree in a related field (MBA or advanced degree is a plus).
Minimum of 8 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.
Detailed oriented with 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.

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