Manager, Customer Experience
About the role
Summary
The vision of the Customer Experience Management (CEM) team is to connect Wiz value to top customer initiatives to outpace the competition, facilitate healthy product adoption, and drive revenue growth. CEMs manage organizational change management by removing adoption roadblocks, increasing customer stakeholders invested in Wiz, and delivering value realization to our most valued customer accounts.
As a Manager, CEM you will be leading a team of CEMs. Ideal candidates will exhibit high levels of business acumen all the while maintaining a customer-first approach. You will streamline strategy and communications between sales, customer success and operations leadership to ensure long term retention of customers. Operating in a strategic 'player-coach' capacity, you will also maintain direct CEM ownership over a select few key accounts. This hands-on connection ensures you remain grounded in the customer experience, allowing you to personally pilot and refine new strategic 'plays' before scaling them across your broader team.
Join Wiz as a Manager, CEM to contribute to customer success and to be a part of an innovative and collaborative company that values excellence and growth.
What You’ll Do
- Lead, mentor, and motivate a team of CEMs working with our most strategic customers.
- Provide the team with tactical and strategic guidance to ensure delivery of exceptional service, value realization, and project execution strategies to customers in your region.
- Actively manage and serve as the primary CEM for a small targeted portfolio of Strategic Accounts.
- Drive CEM strategy and customer deliverables to continuous grow impact of your team.
- Achieve or exceed quarterly revenue goals, tied to retention, growth, and adoption.
- Maintain and report accurate customer health and project status within region while collaborating with sales peers.
- Work with TAM leaders to drive customer outcomes and develop a culture of collaboration, learning, and success.
- Identify and activate strategies to proactively identify and grow value within accounts.
- Collaborate effectively cross functionality with key teams including Deal desk, Legal and Operations.
- Act as an escalation point for team around at-risk customers.
What You’ll Bring
- 5+ years of experience as a CSM, CEM, PM or related customer facing revenue focused role.