we are a global leader in cybersecurity, protecting over 100,000 organizationsincluding enterprises, governments, and service providersfrom next-generation threats using our AI-powered, cloud-delivered Infinity platform. We deliver holistic protection across network, cloud, workspace, endpoint, and security operationswith a prevention-first philosophy and one point of control. Our culture centers on customer trust, disciplined execution, data-driven quality, and results.
The Head of Customer Focus Excellence Center at our company Software Technologies will lead initiatives across the organization aimed at embedding a customer-first mindset and practices. This role involves driving cross-functional collaboration to enhance customer-centricity, developing educational programs, optimizing processes, and ensuring customer focus becomes integral across all functions including R&D, Product Management, Sales, Support, Services, and back-office operations.
Key Responsibilities
Develop and execute a comprehensive customer-centric strategy to embed customer focus deeply within all organizational functions.
Lead and facilitate cross-functional initiatives designed to improve customer experience across all touchpoints, from initial engagement through ongoing support and back-office interactions.
Create and implement educational programs and training designed to cultivate a strong customer-first culture throughout the company.
Collaborate with senior leadership across R&D, Product, Sales, Support, Services, and Operations to align strategies, processes, and systems to customer needs.
Champion continuous improvement initiatives aimed at optimizing customer-facing and internal processes to drive higher satisfaction and efficiency.
Develop and maintain robust analytics, metrics, and feedback loops to measure customer focus effectiveness and identify areas for improvement.
Represent customer interests internally by advocating for customer-centric enhancements, influencing product roadmaps, service designs, and operational processes.
The Head of Customer Focus Excellence Center at our company Software Technologies will lead initiatives across the organization aimed at embedding a customer-first mindset and practices. This role involves driving cross-functional collaboration to enhance customer-centricity, developing educational programs, optimizing processes, and ensuring customer focus becomes integral across all functions including R&D, Product Management, Sales, Support, Services, and back-office operations.
Key Responsibilities
Develop and execute a comprehensive customer-centric strategy to embed customer focus deeply within all organizational functions.
Lead and facilitate cross-functional initiatives designed to improve customer experience across all touchpoints, from initial engagement through ongoing support and back-office interactions.
Create and implement educational programs and training designed to cultivate a strong customer-first culture throughout the company.
Collaborate with senior leadership across R&D, Product, Sales, Support, Services, and Operations to align strategies, processes, and systems to customer needs.
Champion continuous improvement initiatives aimed at optimizing customer-facing and internal processes to drive higher satisfaction and efficiency.
Develop and maintain robust analytics, metrics, and feedback loops to measure customer focus effectiveness and identify areas for improvement.
Represent customer interests internally by advocating for customer-centric enhancements, influencing product roadmaps, service designs, and operational processes.
Requirements:
Bachelors degree required; MBA or advanced degree preferred.
Minimum of 10+ years of leadership experience in customer experience, operational excellence, customer education, or related fields, preferably in cybersecurity, SaaS, or technology industries.
Proven track record in successfully driving customer-centric cultural transformations across diverse, global teams.
Experience developing and delivering comprehensive customer education and internal training programs.
Strong strategic thinking and operational execution skills with experience in process optimization methodologies
Excellent interpersonal, communication, and leadership skills, with the ability to influence and build credibility at all organizational levels.
Analytical and metrics-driven approach, capable of utilizing data-driven insights to inform strategic decisions and demonstrate improvements.
Experience in cybersecurity or related technology fields highly preferred.
Bachelors degree required; MBA or advanced degree preferred.
Minimum of 10+ years of leadership experience in customer experience, operational excellence, customer education, or related fields, preferably in cybersecurity, SaaS, or technology industries.
Proven track record in successfully driving customer-centric cultural transformations across diverse, global teams.
Experience developing and delivering comprehensive customer education and internal training programs.
Strong strategic thinking and operational execution skills with experience in process optimization methodologies
Excellent interpersonal, communication, and leadership skills, with the ability to influence and build credibility at all organizational levels.
Analytical and metrics-driven approach, capable of utilizing data-driven insights to inform strategic decisions and demonstrate improvements.
Experience in cybersecurity or related technology fields highly preferred.
This position is open to all candidates.
