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Trellix VP, Customer Operations in Des Moines, Iowa

Job Title:

VP, Customer Operations

Role Overview:

The Customer Success Group’s Vice President of Operations will be a key member of the CSG Leadership team driving operational excellence and CS delivery efficiency. Reporting to the Senior Vice President of Customer Success Group, the VP will manage the CS Operations team, a global group focused on business processes, business intelligence, and tooling. The VP of Operations will simultaneously extend the effectiveness of the team and the organization by creating streamlined processes for scale, communicating consistently, building trust across the organization, prioritizing areas for investment, building a disciplined operational rhythm of the business, and assisting key leaders in achieving focus within their teams.

Company Overview:

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com .

About the Role:

  • As the global operations leader, you will develop efficient and scalable business processes within Trellix Customer Success ecosystem (CSM, PS, Learning, Support departments).

  • Promote operational excellence: identifying and executing opportunities to optimize our organizational systems and processes with a focus on agility.

  • Partner with CS Product Management to operationalize defined methodologies into an industry-leading customer experience across the CS functions from sales to implementation to ongoing optimization and growth.

  • Align with IT organization to manage and optimize the tech stack of tools and applications owning the Customer Success business requirements.

  • Train the Customer Success team on the tech stack. Lead the relationship with tech vendors to ensure ModMed's product roadmap interests are met.

  • Manage a portfolio of Customer Success internal projects, managing the portfolio to a roadmap and a prioritization process.

  • Develop and report Objectives and KPI’s for Customer Success, collaborating with CS Leadership; execute against quarterly and annual operational plans.

  • Partner with FP&A team to develop KPIs and other financial and operational metrics. Measure and find ways to improve results over time.

  • Maintain interlocks across Trellix functional Operations teams. Develop and participate in quarterly business reviews.

  • Review, design and execute on improvements to org structure and skills/knowledge expansion • Build and maximize trusting relationships with CS Leadership Team members to understand and align leadership priorities

  • Support and promote professional development and identify/implement key programs across the org in close partnership with People & Purpose and other learning enablement teams.

  • Work closely with Customer Success Leadership Team to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and strategy.

About You:

  • Your overall career experiences must include 10 years of specific operational excellence experience honed within a Customer Success / Services operations, strategy, consulting, or customer success product management role.

  • 6+ years in Customer Success & Services operational leadership experience gained within an Enterprise B2B SaaS environment is essential.

  • Having 8+ years of global leadership experience building and managing teams of 100 or more, with an emphasis on engaging global and local stakeholders, is required. People leadership experience gained within the Customer Success function is highly appreciated.

  • Experience gained within Customer Success large transformation programs, including foundational system infrastructure (SFDC, etc.) is essential.

  • Previous experience driving priorities, operational rhythm of the business, and collaborate cross-functionally in a global organization

  • Ability to learn quickly within a fast-paced team, including highly technical topics

  • Ability to handle interpersonal relationships judiciously, professionally, and empathetically

  • Organized and detail-oriented with a love for creating order out of chaos

  • Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset

  • Strong influencing skills, with a reputation for getting things done effectively

  • Your history and ability to engage with and influence the most senior decision makers across the company and our customer and vendor ecosystems will add to your success in this role.

  • A balanced operational and strategic mindset, with ability to help set direction and outline key outcomes, will influence your success.

  • Experience in cybersecurity industry is a plus

  • Your people leadership background and style should enable you to inspire and engage your organization to drive results with a sense of urgency within a collaborative, trusting and open team environment where everyone can operate as their true, authentic selves. Your record of developing and mentoring your direct reports while cascading a focus on people development will wonderfully enable your success.

  • Your experiences as an out-of-box thinker and change agent who operates successfully in a high-growth, rapid-pace environment will contribute to your accomplishments.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans

  • Medical, Dental and Vision Coverage

  • Paid Time Off

  • Paid Parental Leave

  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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