Job Description

Securonix provides the Next Generation Security and Information Event Management (SIEM) solution. As a recognized leader in the SIEM industry, Securonix helps some of the largest organizations globally to detect sophisticated cyberattacks and rapidly respond to these attacks within minutes. With the Securonix SNYPR platform, organizations can collect billions of events each day and analyze them in near real-time to detect advanced persistent threats (APTs), insider threats, privilege account misuses, and online fraud. Securonix pioneered the User and Entity Behavior Analytics (UEBA) market and holds patents in using behavioral algorithms to detect malicious activities. The Securonix SNYPR platform is built on big data Hadoop technologies and is infinitely scalable. Our platform is used by some of the largest organizations in the financial, healthcare, pharmaceutical, manufacturing, and federal sectors.
Summary:
At Securonix, we are hiring a Customer Experience Operations Analyst whose mission will be to support the effectiveness and efficiency of our Customer Experience team.
Job Title: Customer Experience Operations Analyst
Job Level: Individual Contributor
Total Experience: 3-5 years
Relevant Experience: 3-5 years
Primary Skills: PM Methodology, Customer Success/Customer Experience, Data Intelligence, Any Agile/Scrum Certification
Responsibilities:

• Knowing how to operate CSM tools like Totango/Gainsight etc is essential. Training can be provided.
• Customer Journey - Determine the timing and content of touch points for TAMs along the customer journey to drive optimal adoption and net promoter score (NPS)
• Customer Interactions - Engagement within the TAM team to collaborate and support customers in Renewal or At-Risk phases
• Risk Management - Identify early signals of at-risk renewals, design or update existing playbooks for TAMs to address them, and provide a path to escalation or leadership
• Opportunity Management - Regularly poll TAMs for prospective upsell customers
• Cross-Functional Coordination - Coordinate cross-functional processes that support renewal and upsell targets and deliver for our customers\xe2\x80\x99 needs, including processes for TAMs to:
• Relay customer feedback to the Sales, SDM, and Principal Engineering teams
• Align with the Support team on resolution of major P1 incidents
• Provide feedback to Sales for platform adoption of our customers
• Help the Onboarding team overcome any delays in implementation

Reporting:

• Forecasting - Execute the reporting strategy for renewals and upsell forecasts, e.g. through dashboards and presentations
• Analysis - Track and trend the leading indicators for renewals and upsells, including analyzing them to understand what\xe2\x80\x99s going well and what\xe2\x80\x99s not
• Metrics - Report on the Key Performance Indicators (KPIs) for the Securonix Customer Experience Program

Organization and Technology:

• Team Structure - Map the tiers for existing customers, identify workload distribution risks across the TAMs
• Enablement - Coordinate materials and topics that help TAMs work more effectively in Systems
• Systems - Actively support Totango/Gainsight and the various tool functions related to success plays throughout the customer journey

Qualifications Required:

• 3-5 years of experience with PM Methodology, PMBOK, Business Analyst.
• 3-5 years of experience in Customer Success/ Customer Experience
• Enjoys data intelligence and problem-solving
• PMO analyst / with process will be preferred
• Clear and effective communicator with a professional presence across all customer levels
• Actively engages cross organizationally and in departments to make improvements
• Ability to influence and obtain results
• Passion for designing and enhancing the customer journey
• Enjoys data intelligence and problem-solving
• Possesses a high degree of passion and ownership for their work
• Clear and effective communicator with a professional presence across all customer levels
• Empathetic and champion for the customer with strong listening skills

Certification:

• Business Analyst, Any scrum or PM certificate i.e. PMP, SAFE/Scrum Practitioner/Agilist/Scrum Master preferred.

Benefits -
As a full-time employee with Securonix, you will be eligible for the following employee benefits:

• Health Insurance with a total sum insured is INR 5,00,000
• Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law
• Personal Accident with total sum insured is INR 10,00,000
• Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered.

Securonix, Inc. 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. Securonix complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.
Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.
Headhunters and recruitment agencies may not submit candidates through this application. Securonix does not accept unsolicited headhunter and agency submissions for candidates and will not pay fees to any third-party agency without a prior agreement with Securonix.