Vice President of Customer Experience

Vice President of Customer Experience Linthicum Heights, MD Job Details Full-time $75,000 - $80,000 a year 14 hours ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Master's degree in business administration Managerial strategic planning Strategic management Customer retention Customer service Process improvement Improving operational efficiency Team development Presentation skills Bachelor's degree Team management Forecasting Data interpretation User journey mapping Cybersecurity Senior level Cross-functional collaboration Master of Business Administration Leadership Communication skills Full Job Description At CyberMaxx, we believe it is our duty to defend against those committed to wide-scale societal disruption through cyberattacks. We help our customers reduce risk by tightly integrating MDR with offensive security, threat hunting, security research, and digital forensics and incident response (DFIR) to continually adapt to new and evolving threats. Our modern MDR (Managed Detection & Response) approach is tailored to the unique characteristics and risk factors of each customer, enabling us to take full ownership of the response process and, optionally, manage key security controls. By thinking like an adversary and defending like a guardian, we help our customers stay a step ahead of threat actors. At CyberMaxx, we value humility, transparency, intellectual curiosity, and a customer first approach. As the Vice President of Customer Experience , you will be responsible for shaping and executing our customer experience strategy, ensuring a seamless and exceptional experience across all touchpoints while owning GRR and NRR targets. Your leadership and customer-centric approach will drive customer loyalty, retention, and advocacy

What You Will Do:

Own GRR and NRR targets Manage customer health scores across the business to inform forecasting renewals and expansion forecasts Work collaboratively with the service delivery organization to ensure that we're consistently delivering and demonstrating value of CyberMaxx's service offerings. Develop and execute a comprehensive customer experience strategy aligned with company goals to enhance customer satisfaction and loyalty. Lead efforts to map customer journeys, identify pain points, and implement strategies to improve the overall customer experience. Champion the voice of the customer throughout the organization, leveraging feedback and insights to drive improvements in products, services, and processes. Collaborate with various departments such as marketing, sales, product, and operations to ensure alignment in delivering a seamless customer experience. Oversee customer service operations, ensuring high standards of service delivery, and implementing best practices for customer support and interaction. Utilize customer data and analytics to derive actionable insights, measure customer experience metrics, and drive improvements. Identify and leverage technology solutions and innovations to enhance the customer experience, streamline processes, and drive efficiency. Build and lead a customer-centric team, fostering a culture of empathy, collaboration, and continuous improvement.

What We Are Looking For:

8+ years in Customer Experience leadership positions Experience leading a team of quota carrying Account Managers Strong leadership skills with experience in building and managing high-performing customer experience teams. Cybersecurity industry experience is a Strategic thinker with the ability to develop and execute customer experience strategies aligned with company objectives. Proficiency in leveraging data and analytics to drive customer experience decisions and measure performance. Excellent communication, interpersonal, and problem-solving skills. Bachelor's degree or equivalent work experience; MBA or relevant advanced degree preferred. Highly motivated self-starter that does not require day-to-day management. Ability to thrive in a fast-paced, high growth, and rapidly changing environment. Experience presenting and engaging with audiences ranging from the End-User to C-Level Executives. Some Of What We Offer Flexible Paid Time Off 401k with a company match Medical, Dental and Vision Coverage Voluntary Short Term and Long-Term Disability Employee Assistance Program with Mental Health Supplement Voluntary Basic, Accidental, and other ancillary life insurance Health Savings Account Contribution (with selection of a HDHP) 10 annual, paid holidays CyberMaxx will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information, or other characteristics protected by federal, state, or local applicable law.