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TITLE

 

Manager, Service Operations

COMPANY

 

Exabeam

LOCATION

 

San Mateo, CA, US

Description

Exabeam delivers next-generation security management technology that enables organizations to protect their most valuable information. The Exabeam Security Management Platform combines unlimited log data collection, advanced behavioral analytics, and automated incident response, all supported by Exabeam’s patented Smart Timelines technology that uses machine learning to track identity and behavior over time. The company’s recent industry accolades include Forbes Cloud 100, Inc. 500, and SC Awards Europe, among many other distinctions.   
 
Position Overview
 
Exabeam is looking for a Manager, Service Operations to build and drive execution of operational processes across the Customer Success organization.  Exabeam Customer Success spans Support, Professional and Education Services, Service Partner management and our online Customer Community.  In this role, you will lead development of the post sales lifecycle processes, from sales hand off through global support, implementation services delivered by service partners, product adoption, interaction with the Customer Community through renewal.  You will also be responsible for metrics we use to assess performance.  Your main objective will be to develop pragmatic processes to scale Customer Success and provide a great service experience to our customers.  The role collaborates very tightly with the Customer Success management team on the development and execution of these processes.  You will be measured on NPS, renewal rates, demonstrable evidence of successful customer deployment and adoption and rapidly improving scalability of the Customer Success organization. The role reports to the Director of Service Operations in Customer Success. 

Responsibilities:

    • In close collaboration with your colleagues, map the end-to-end post sales lifecycle, prioritize processes with greatest scalability impact and develop an execution project plan.
    • Develop capacity planning methodology.
    • Develop the KPIs, dashboards and reports we will use to assess performance.
    • Develop the methodology, systems and processes for tracking customer deployment, adoption and ROI.
    • Ensure effective communications of our processes and roadmaps with all Exabeam organizations.
    • Collaborate actively in financial planning, service program development and implementation and evolution of service delivery processes. 

Qualifications:

    • 5+ years experience leading technology services delivery operations, including hands-on experience with pre-IPO, very high growth companies.
    • Very strong metrics orientation.
    • Demonstrated experience with services automation technologies.
    • Executive presence, written and communication skills commensurate with effective interaction with Exabeam senior management.
    • Management style and disposition: highly collaborative, transparent, no ego. 
Exabeam is privately funded by Aspect Ventures, Cisco Investments, Icon Ventures, Lightspeed Venture Partners, Norwest Venture Partners and well-known security investor Shlomo Kramer. For more information, visit https://www.exabeam.com or follow us on Twitter @exabeam.

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