Senior Customer Experience Manager

About the job

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.

Responsibilities

• 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.