Senior Customer Experience Manager

Wiz; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Wiz is seeking a Customer Experience professional to engage Fortune 100 cloud customers, guiding multi-year cloud security journeys and driving adoption of Wiz solutions.

You will collaborate across Sales, Support, Success, and product teams to deliver transformational outcomes while ensuring robust security practices and value realization for strategic customers.

Qualifications

• 6+ years of experience in a customer-facing strategic role
• Excellent communication and interpersonal skills
• Ability to learn Wiz’s offerings and pricing quickly
• Deep understanding of Security SaaS offerings and pricing models
• Proven track record with Fortune 100 customers in cloud-based tech

Responsibilities

• Engage with strategic customers to deliver business value and drive revenue growth
• Connect Wiz value to top customer initiatives and increase adoption
• Lead multi-year cloud journeys with focus on cloud security
• Act as a trusted customer advisor across Wiz teams
• Collaborate with Sales, Support, Success, and product/engineering
• Build relationships from technicians to the CISO level
• Ensure customers implement Wiz guidance and security practices

Skills

Communication skills

Interpersonal skills

Stakeholder engagement

Cloud security

Security SaaS

Fortune 100 experience

Strategic account management

Entrepreneurial mindset

Job description

Responsibilities

• The vision of the Customer Experience team is to engage with strategic customers to deliver business value and help drive revenue growth
• Customer Experience Managers (CEM) connect Wiz value to top customer initiatives, increase adoption, and outpace the competition
• Your role will be to collaboratively steer the world’s largest and most intricate high-tech, cloud-based enterprise software customers through their multi-year journey to the cloud with a primary focus on ensuring robust cloud security practices and extending the value of Wiz
• This position requires a thought leader who can act as a trusted customer advisor, ensuring seamless collaboration across Wiz teams to deliver transformational outcomes with a paramount emphasis on cloud security
• Take ownership of diverse projects and initiatives with a primary focus on cloud security, collaborating with core account groups (Sales, Support, Success), product/engineering teams, and customer teams
• Interface and influence key stakeholders, ensuring effective communication and collaboration throughout the project lifecycle, particularly emphasizing security best practices
• Establish a deep understanding of the customer’s business vision, culture, and processes with a keen focus on cloud security requirements
• Build and grow strong relationships across the org from the day-to-day technicians to the CISO level
• Evangelize Wiz value, influencing customers to adopt the right secure solutions at the right time
• Ensure the guidance from Wiz (documents, support, TAM, product team, etc) is understood and executed by the customer, while advocating internally at Wiz on behalf of customers to ensure their security needs are met
• Leverage your communication skills and extensive PM experience with large-scale transformations to guide customers post onboarding through their stages of Wiz adoption with a strong emphasis on implementing and maintaining robust cloud security practices
• Innovatively solve customer security challenges through the introduction of new ideas, tools, and mechanisms while overcoming any political blockers internal to the customer
• Collaborate with the Customer Account team to identify and pursue strategic cloud opportunities, specifically those related to cloud security enhancements by deepening product use or expanding to new business units
• Provide support through TCO analysis and business case assessments, ensuring alignment with customer security objectives
• Understand tool ecosystem and provide options for tool consolidation and deepen Wiz value
• Accelerate the customer’s cloud security adoption journey with a specific focus on defining key milestones, removing blockers, and implementing processes to ensure secure workload migrations
• Drive customer enablement by defining a comprehensive training strategy to upskill technical and non-technical roles across the customer’s organization with a strong emphasis on cloud security awareness
• Implement effective governance structures to govern the partnership with the customer, placing a high priority on the security aspects of the partnership and the customer’s adoption of Wiz

Requirements

6+ years of experience as a CSM, AE, or other customer facing strategic roleExcellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organizationAbility to learn Wiz’s offerings and pricing with agilityDeep understanding of Security SaaS offerings and pricing modelsProven track record of working with Fortune 100 customers with cloud-based technologyExperience managing strategic customers, with an entrepreneurial mindset to problem solve and provide effective solutions for complex engagements