Director Customer Success - Shared Services Job in Mcafee Llc.

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Role Overview:

We're looking for a Director Customer Success- Shared Services to lead the McAfee Customer Assurance organisation in India. This is a very essential and important role that reports to the Vice President of Global Customers. It is a P&L role with clear responsibility of growing business, maintaining margins and managing OPEX. You will gather insights to identify ways to improve each step in the customer life cycle and create Return on investment for our clients. You will have a mix of relationship management, analytical, business and technical skills. This is a cross-functional role and you will work with engineering, sales, and professional services to improve process, create solutions, and make McAfee an outstanding customer success organisation.

Company Overview

From device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. We help businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously. For consumers, McAfee secures your devices against viruses, malware, and other threats, both at home and away. We want to continue to shape the future of cybersecurity by working together to build best in class products and solutions.

About the Role:

• Manage a team of Sr Managers and Managers leading several functions in India and supporting EMEA/NOAM and APAC region
• Lead your team to provide outstanding experiences that will improve retention of accounts that would lead to renewals, adoption of McAfee products and references for Analyst and prospects
• Improve the end-to-end customer life cycle
• Partner with Sales to ensure renewal and expansion opportunities are identified
• Ensure that a clearly defined customer success plan is in place to expand product adoption and grow the relationship
• Create new business growth by generating advocacy and customer references
• Identify up sell and growth opportunities and work with sales teams to ensure growth attainment
• Measure the effectiveness of Customer Success programs through metrics, dashboards and operational reviews
• Ensure that account issues are resolved quickly by using or escalating to resources from across departments and working with global delivery
• Promote a customer-centric mindset across the organisation and align programs across teams

About You:

• Minimum 15 or more years of experience in Customer Support, Consulting services with P&L responsibility.
• 5+ years leading teams of CSMs in hi-tech software/security Industry working with enterprise clients
• 8+ years of client facing experience in security consulting, customer success management or similar roles
• Executive level interpersonal, project management, communication and problem solving skills
• Experience scaling a team in a fast-growing Security SaaS company or other similar organisation
• Executed win/win negotiating strategies to maximise renewal value while enhancing customer relationships
• Experience working with enterprise accounts to identify and solve challenging problems
• Comfortable in a fast-paced environment

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee 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 McAfee prohibits 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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Experienced Hire

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