Add your resume and apply to jobs with your Glassdoor profile. Create Profile. Job. Company Overview:. Onapsis cybersecurity solutions automate the monitoring and protection of your SAP and Oracle applications, keeping them compliant and safe from insider and outsider threats. As the proven market leader, global enterprises trust Onapsis to protect the essential information and processes that run their businesses.. Headquartered in Boston, MA, Onapsis serves over 200 customers including many of the Global 2000. Onapsis's solutions are also the de-facto standard for leading consulting and audit firms such as Accenture, Deloitte, E&Y, IBM, KPMG and PwC.. Onapsis solutions include the Onapsis Security Platform, which is the most widely-used SAP-certified cybersecurity solution on the market. Unlike generic security products, Onapsis's context-aware solutions deliver both preventative vulnerability and compliance controls, as well as real-time detection and incident response capabilities to reduce risks affecting critical business processes and data. Through open interfaces, the platform can be integrated with leading SIEM, GRC and network security products, seamlessly incorporating enterprise applications into existing vulnerability, risk and incident response management programs.. Summary of Position:. Onapsis is seeking a Chief Customer Success Officer, reporting to the CEO. This individual will be responsible for both the implementation of new client rollouts in a high growth, high velocity environment and the ongoing support/renewals/upgrades in this ever-scaling customer base.. This is a highly visible leadership role, which includes driving innovation and change to secure customer loyalty across a rapidly scaling, venture-backed security company. This individual will be responsible for strategically leading all Customer Success activities (e.g., on-boarding, adoption, advocacy, renewals, up-sell, retention, \"jobs to be done\", etc.) and Professional Services (support, services). This executive will be a key contributor to building revenue and the long-term value of the business, by applying passion, dedication and creativity to growing client relationships and solving client needs.. Key Activities and Responsibilities:. Customers Proven track record demonstrating successful delivery and most importantly, adoption of products among the customer base. It is paramount that the candidate develops strong relationships across enterprise customers. This motion starts with delivery in a timely manner, gaining adoption, ensuring ROI and finishes with retention and up-sell of business. The candidate should be adept at communicating long-term investment value and business goals. The candidate should develop strategic account plans with knowledge of the customer's market and business objectives to secure and expand account penetration across market segments.. Retention An integral part of this role is to maximize renewal rates and minimize churn. Create a comprehensive customer retention strategy focused on effective onboarding, account management and an operational plan including specifics around the people, process & technology required to achieve it.. Process & Metric-Driven Leverage business metrics and customer feedback to help build, implement and enforce a repeatable process for both customer management and support of products. This would include implementing Job's Theory, b l u e, KPIs and agreed upon goals such as customer satisfaction NPS, profitability and retention. Emphasis on forecasting and achieving targeted bookings and revenue growth.. Professional Services A clear vision for delivering best-in-class professional services, coupled with an ability to lead from the front lines. Proven experience designing, implementing and delivering enterprise software solutions.. Executive leadership- Demonstrate leadership ability to recruit, develop and retain a world-class team focused on customer experience and customer loyalty. Proven ability to hire and lead high-performing teams.. Collaboration Work with teams and cross-functional business partners to ensure satisfaction, adoption and expanded use of solutions across all levels of customer size and complexity.. Required Skills and Experience:. Recent experience leading Customer Success and/or Professional Services for a high growth enterprise software business ($30M+).. Minimum of 10+ years' experience in a leadership role within a Sales, Customer Success, Services or similar organization for a rapidly growing enterprise software company.. Proven ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics.. Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.. History of hiring, developing, motivating and mentoring a customer success team capable of setting and meeting ambitious goals.. Strong executive presence with the ability to set vision and strategy for account management at the national and global level and lead the organization through large scale change.. Outstanding organizational and problem-solving skills with a focus on process and solution and outcome-oriented frameworks.. Willingness and flexibility to travel to customers on short notice.. Security expertise a plus, or aptitude for learning and understanding security and security related clients.. Experience managing teams globally is a plus.. Personal Characteristics. Empathy and understanding of others with an ear for customer value. High EQ.. Ability to champion the needs of customers, fighting for their best interest.. Highly assertive personality. A fighter who views customer loss as an unacceptable occurrence.. Process driven and organized, approaches problems in a systematic way.. Dynamic and disciplined thinker with intellectual horsepower, an entrepreneurial spirit, and a passion for making a mark in fast-paced, growing environments.. Highest ethical standards, integrity, authenticity, credibility, and character.. Proven track record of surpassing objectives and delivering exceptional results.
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