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At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award. We’re proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations.
Our mission is simple: End Cyber Risk. We’re looking for a Director, Customer Success in Newcastle (office based) to be part of making this happen.
Primary Responsibilities And Duties
* Own delivery of the onboarding experience for Arctic Wolf Customers.
* Transform the professional services team through its increased growth to a proactive based culture enabling the team to deliver implementations with more efficiency and with a high degree of customer communication and interaction.
* Lead a team that creates and maintain project plans, tracks customer requirements and translates customer requests into project deliverables.
* Improve customer satisfaction so that implementations can be highlighted (featured) in the sales process with customers.
* Prepare the professional services team to handle larger more complex customer implementations in addition to maximizing efficiency for the low end less complex implementations.
* Regularly evaluate internal and external customer satisfaction then create strategies to continually upgrade the quality of service.
* Resolve all customer (internal and external) implementation frustrations by training the entire professional services team on effective communication, problem resolution, setting proper expectations and follow through on resolution.
Key Skills
* Aptitude for technology knowledge, spreadsheet and Salesforce utilization; previous experience with project management tools.
* Fanatical devotion to customer service, business quality, and data security.
* Thinks out-of-the-box and energizes others with passion, quality and commitment.
Key Competencies
* 10+ years of experience leading Professional Services teams, ideally within the SaaS industry, preferably in the cybersecurity sector
* Experience developing processes and managing projects in a technology-based service organization desired
Our Offer
All wolves receive compelling compensation and benefits packages, including:
* Equity for all employees
* 28 days annual leave, 8 bank holidays and paid volunteering days off
* Pension plan employer match
* Training and career development programs
* Robust Employee Assistance Program (EAP) with mental health service
* Comprehensive private benefits plan including medical insurance, virtual GP, optical and dental cashback, life insurance (4x basic salary) and group income protection.
* Fertility support and paid parental leave
We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.
We also believe and practice corporate responsibility At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry.
Our Values
Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.
, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.
Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entireemployeeexperience as accessible as possible and provideaccommodationsas required for candidates and employees with disabilities and/or other specific needs where possible.
Have we sparked your interest? Then send us your CV and your references.
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Computer and Network Security
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