Head of Customer Experience

7 days ago

London, United Kingdom Check Point Software Technologies Ltd. Full time

Cloud Security | Full Time | Job Id: 21867 Managerial

Why Join Us?

As part of the Global Cloud Security Organization leadership team, the Head of Customer Experience will be responsible for overseeing the entire customer lifecycle, from bookings to post-sales, ensuring a seamless experience, ensuring customer retention, driving business growth & expansion, and accelerating customer value realization through a customer maturity model. This role will report directly to Check Point’s VP of Cloud Security and will lead a worldwide team, including customer success and technical sales professionals. This role will also play a key role in strategic planning, driving customer feedback into product improvements, enhancing the company roadmap, advancing new go-to-market initiatives, and identifying upsell and cross-sell opportunities of existing and new Check Point solutions.

Key Responsibilities
  • Drive initiatives that help customers fully realize the value of Check Point’s Cloud Guard solutions.
  • Lead, mentor, and inspire a global team of customer success and technical sales professionals, fostering a culture of excellence and collaboration.
  • Standardize customer onboarding processes and adoption measurement for all Cloud Guard solutions to ensure a seamless transition from sales to implementation, setting the stage for long-term customer success and excellent customer service.
  • Oversee the execution of pre-sales initiatives and programs worldwide that drive smooth hand-offs to Customer Success.
  • Drive improvement in post-sales initiatives, including Check Point’s onboarding, implementation, optimization, and renewals processes.
  • Develop new programs for executive engagement and lead a worldwide team of CS professionals to drive strategic dialog with customers and partners.
  • Partner with internal product management, customer support, and marketing to develop and implement strategies to enhance the customer experience. This includes collecting and analyzing feedback from post-sales interactions to inform product improvements and influence the product roadmap.
  • Develop and execute strategies for upselling, cross-selling, renewals for additional solutions and services, driving business growth and expanding Check Point’s presence within client organizations.
Qualifications

Minimum of 10-15 years of experience in customer success and sales, with at least 5-10 years in a senior leadership role.
Proven track record in the cybersecurity industry or related technology sector.
Experience managing global teams and navigating complex, enterprise-level sales cycles.
Strong leadership and team management skills with the ability to inspire and motivate diverse teams.
Experience in working directly and indirectly with customers through several varied GTM models, i.e., sales (direct & channel), support, and operations.
Strategic thinker with a results-driven mindset and a passion for customer success.
Must be eligible to work in the US and/or EMEA and/or APAC without sponsorship from an employer now or in the future.

We are also looking for :
Proven ability to develop strong working relationships in a matrixed, global environment with strong technical knowledge.
Leadership/Management skills including development of talent, strategic planning, and budgeting, with an operations/process focus.
Strong empathy for customers and passion for revenue and growth.
Excellent communication, presentation, and interpersonal skills, with the ability to engage with C-level executives and stakeholders.
Demonstrated problem-solving abilities and a proactive approach to overcoming challenges.
Enthusiastic and creative leader with the ability to inspire others.

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