Customer Experience Operations Manager

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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\">Securonix is leading the transformation of cybersecurity by helping organizations stay ahead of modern threats.</span><span style=\"font-weight: inherit\"> Security teams are no longer constrained by data or tools. They are constrained by speed, clarity, and confidence. Securonix was built to close that gap. Our mission is to enable security teams to decide and act faster across the entire threat lifecycle.</span></em></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\"> <br>The Securonix Unified Defense SIEM is the industry’s first platform powered by agentic AI and designed with a human-in-the-loop philosophy. It unifies detection, investigation, and response in a single system. Advanced UEBA delivers deep behavioral insight across users, entities, and data. Native threat intelligence continuously enriches detections and investigations with real-world context. AI reinforces every layer of the platform while keeping accountability with the security team.</span></em></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\"> <br>Built cloud-native for scale and performance, the platform enables real-time analytics, deep investigation, and automated response without compromise. Analysts gain faster access to relevant signals. Investigations move from days to minutes. Response becomes consistent and measurable. The result is a CyberOps experience that scales as threats evolve.</span></em></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\"> <br>Securonix is recognized as a six-time Leader in the Gartner Magic Quadrant for SIEM and a Customers’ Choice on Gartner Peer Insights. The company has been featured by leading publications including WIRED, Dark Reading, and Fortune for its innovation and leadership in security operations. Organizations rely on the platform for always-available data, rapid search and investigation, continuously updated threat content, and a fully integrated Threat Detection, Investigation, and Response experience.</span></em></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\"> <br>Backed by Vista Equity Partners, one of the world’s leading enterprise software investors, Securonix benefits from deep operational expertise and a long-term commitment to innovation and growth. This partnership strengthens our ability to scale the platform, accelerate product execution, and support customers as their security needs evolve.</span></em></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\"> <br>With more than 1,000 customers worldwide, including a meaningful portion of the Fortune 100, Securonix operates at global scale. Our ecosystem of partners and managed security service providers extends that reach, helping organizations deploy and operate with confidence wherever they do business. What drives us is how we work.</span></em></span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\">We win as one team. We operate with trust, respect, and shared accountability.</span></em></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\">We are customer driven. Innovation is guided by real security challenges and measurable outcomes.</span></em></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\">We act with agility. Change is constant, and we stay aligned on purpose while adapting fast.</span></em></span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><em><span style=\"font-weight: inherit\"><br>That focus is how Securonix helps organizations move from reactive security to proactive, autonomous operations.</span></em></span></p>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\">Role Overview:</span></p>\n<p><br></p>\n<p><span><span>At Securonix, we are hiring a Customer Experience Operations Manager to own and evolve our CX technology ecosystem, with a strong emphasis on AI-driven automation, insights, and scale.</span></span><span> </span></p>\n<p><span><span>This role </span><span>is responsible for</span><span> </span><span>optimizing</span><span> and integrating our CX platforms—Gainsight</span><span> Suite</span><span>, Zendesk, </span><span>Rocketlane</span><span>, Salesforce, and adjacent tools</span><span> </span><span>—</span><span> </span><span>while </span><span>leveraging</span><span> AI to improve customer outcomes, operational efficiency, and decision-making across the customer lifecycle.</span></span><span> </span></p>\n<p><span><span>This is a hands-on role focused on systems architecture, data integrity, and intelligent automation, partnering across Customer Experience, Product, Engineering, and </span><span>RevOps</span><span>.</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities:</span></p>\n<p><br></p>\n<p><span><span>CX Technology Stack Ownership</span></span><span> </span></p>\n<ul>\n<li><span><span>Own administration, configuration, and optimization of core CX platforms: Gainsight</span><span> Suite (CS, Community, </span><span>StaircaseAI</span><span>, </span><span>Northpass</span><span>)</span><span>, Zendesk, </span><span>Rocketlane</span><span>, and Salesforce</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Define and execute the CX systems roadmap, including AI-enabled capabilities and automation strategy</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Evaluate and implement new tools, including AI-powered CX and support technologies</span></span><span> </span></li>\n</ul>\n<p><span><span>AI-Driven CX Innovation &amp; Automation</span></span><span> </span></p>\n<ul>\n<li><span><span>Identify</span><span> and implement AI use cases across the customer lifecycle (e.g., health scoring, churn prediction, ticket triage, sentiment analysis)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Leverage AI to automate repetitive workflows, improve response times, and scale customer engagement</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Partner with Product and Engineering to integrate product usage data and AI insights into CX platforms</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Evaluate and </span><span>optimize</span><span> use of generative AI for customer communications, knowledge management, and internal productivity</span></span><span> </span></li>\n</ul>\n<p><span><span>Systems Integration &amp; Workflow Automation</span></span><span> </span></p>\n<ul>\n<li><span><span>Design and </span><span>maintain</span><span> integrations across CX, Product, and Engineering systems</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Ensure seamless data flow and interoperability across tools</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Build automated workflows that reduce manual effort and improve scalability, including AI-triggered workflows and alerts</span></span><span> </span></li>\n</ul>\n<p><span><span>Data </span><span>Management, </span><span>Hygiene</span><span>,</span><span> &amp; Governance</span></span><span> </span></p>\n<ul>\n<li><span><span>Experience in handling large and heterogeneous data sets to create and conform data insights</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Establish and enforce data quality standards, governance models, and lifecycle management practices</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Ensure accuracy and consistency across customer data (accounts, health scores, tickets, projects, usage data)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Monitor and remediate data gaps, duplication, and inconsistencies across systems</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Enable AI readiness through clean, structured, and reliable datasets</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span><span>Reporting, Analytics &amp; Predictive Insights</span></span><span> </span></p>\n<ul>\n<li><span><span>Build and </span><span>maintain</span><span> dashboards across Salesforce (SFDC), Gainsight, and BI tools, including reporting aligned to the full sales and customer lifecycle (pipeline, forecasting, renewals, expansion)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Deliver insights on customer health, adoption, retention, and risk</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Incorporate predictive analytics and AI-driven insights into reporting frameworks</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Define and track CX KPIs, including AI impact metrics (automation rate, resolution time reduction, etc.)</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span><span>Cross-Functional Alignment</span></span><span> </span></p>\n<ul>\n<li><span><span>Act as the primary liaison between CX, Product, Engineering, and </span><span>RevOps</span><span> for systems, data, and AI initiatives</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Drive alignment on tooling strategy, data definitions, and reporting standards</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Support operational cadence (QBRs, forecasting, renewals) through system and AI enablement</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span><span>Process Optimization</span></span><span> </span></p>\n<ul>\n<li><span><span>Translate CX processes into scalable system workflows</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Identify</span><span> inefficiencies and drive continuous improvement through automation and AI augmentation</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Standardize customer lifecycle stages and touchpoints across platforms</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span><span>Reporting Responsibilities</span></span><span> </span></p>\n<ul>\n<li><span><span>Own forecasting infrastructure and reporting (services, renewals, expansion signals)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Develop executive dashboards for CX performance and operational health</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Track and report on customer lifecycle KPIs, tool adoption, data quality, and AI-driven efficiency gains</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span>Qualifications Required:</span></span></p>\n<p><br></p>\n<ul>\n<li><span><span>Bachelor’s degree in Business</span><span>, Technology, or related field</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>5</span><span>+  years</span><span> of experience in CX Operations, Revenue Operations, or Systems Administration</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>2+ years hands-on experience with Gainsight, Salesforce, Zendesk, and/or </span><span>Rocketlane</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Proven experience managing tool integrations, data models, and system architecture</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience implementing or working with AI/automation in CX, support, or operations environments</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong understanding of customer lifecycle data and SaaS metrics (NRR, churn, adoption, health scoring)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong analytical and problem-solving skills with a focus on data quality and scalability</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\">Preferred Skills (Nice to Have):</span></p>\n<p><br></p>\n<ul>\n<li><span><span>Experience with AI tools for CX (e.g., Zendesk AI, Salesforce Einstein, Gainsight AI, or similar)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Familiarity with APIs, middleware (</span><span>Workato</span><span>, Zapier, MuleSoft), or SQL</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience integrating product analytics and telemetry data into CX workflows</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Background in cybersecurity or SaaS environments</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience with BI tools (Tableau, Looker, Power BI)</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\">Certifications (Optional):</span></p>\n<p><br></p>\n<ul>\n<li><span><span>Gainsight Administrator Certification (highly preferred)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Salesforce Administrator Certification</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Certifications in AI, data, or automation technologies are a plus</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Customer Experience Professional (</span><span>CCXP</span><span>)</span><span> is a plus </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>PMP/Scrum certifications are a plus</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\">What Success Looks Like:</span></p>\n<p><br></p>\n<ul>\n<li><span><span>A fully integrated CX tech stack powered by clean, reliable, AI-ready data</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Scalable CX operations through automation and AI augmentation</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Improved customer outcomes via predictive insights and proactive engagement</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Reduced manual effort and faster response times across the customer lifecycle</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong cross-functional adoption of CX tools, data, and AI capabilities</span></span><span> </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica\">Securonix provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.</span></em></span></p>",
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