Cybereason
Cybereason provides enterprise endpoint protection built to defend against tomorrow’s threats today.
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Customer Operations Manager - Systems & Tools at Cybereason

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About Us

Cybereason's mission is to ‘protect it all’ – delivering unparalleled prevention, detection, investigation, and response for all endpoints: workstations, laptops, mobile devices and more.

Our cyber-defence solutions combine machine learning and AI to analyze threats, connecting huge volumes of data to reveal cyber-attacks and shut them down, as well as block intrusion of known and unknown threats. With our latest offerings, we can also seamlessly automate detection and prevention across traditional endpoints as well as mobile devices.

We are a company that wins as one. We are daring, always evolving, and never give up. Most importantly we accept our employee for who they are and embrace people that may not fit the typical mould #UBU.

Position Summary

We are looking for a Customer Operations Manager - Systems & Automation to join our Customer Strategy & Operations team at Cybereason! 

Customer organization in Cybereason focuses on Customer & Partner Success and Security teams entrusted with the task of defending our customers and providing them with Security Value.

In this position, you will manage global projects and cross-organizational initiatives, set up our function teams for success and smooth scaling, play a key role in operational planning and contribute to the overall achievement of the company and organizational OKRs. 

Responsibilities 

  • Responsible for managing the systems & tools utilized by the Customer Success & Security services organizations
  • Facilitate implementation of new systems
  • Ensure processes and best practices are in place to maintain the integrity of the CRM data.
  • Construct dashboards and reports to track goals and targets.
  • Work closely with the organization leadership to identify trends and drive data-influenced decisions that impact revenue generation.
  • Make recommendations based on identified insights that improve efficiency and contribute to the creation of a Customer Playbook.
  • Participate in Internal or customer-related programs and initiatives.
  • Create and maintain relevant documentation and deliver enablement to internal stakeholders.

Experience 

  • 4+ years in a Customer or Sales Operations role and/or as Salesforce Administrator in a tech/SaaS/PaaS company (Startup experience is welcome!)
  • Proven and successful experience and expertise in Salesforce and other CRM/ automation platforms.
  • Strong communication skills (esp. with key stakeholders) and ability to translate data into actionable instructions.
  • Expert in making data-driven decisions and recommendations with the information available at the time
  • Strong knowledge of Customer Success frameworks, processes, KPIs and systems.
  • Intimate knowledge of the customer lifecycle and how systems can help optimize and scale the Customer Success
  • Experience setting up programs related to upsells and renewals
  • Proactive and solution oriented, with a can-do attitude
  • A problem solver, focused on simplicity, automation, scale and efficiency
  • Willingness to learn and develop themselves constantly
  • Experience in the cyber security domain is a plus
  • Approachable and customer service oriented with a strong passion for problem-solving 
  • Self-motivated team player who is extremely organized, creative and possesses strong attention to details
  • Has the ability to thrive in a fast paced environment that is frequently changing
  • Strives to provide exemplary service to their internal customers such as Customer Success Managers and Leadership
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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
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What are Cybereason Perks + Benefits

Cybereason Benefits Overview

Our offices are open, highly collaborative and yes- fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, plenty of food and drinks (including beer and soda), work from home options, generous employer-paid insurance coverage for you and your family, 401k and a Long Term Care benefit.

Culture
Partners with Nonprofits
Eat lunch together
Daily sync
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Our UbU advisory board is in place to hold our organization accountable for DEI initiatives.
Hiring Practices that Promote Diversity
Our talent acquisition team uses non-bias tools in our sourcing and hiring efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Since we are currently working remotely, and we are facing unprecedented times, Cybereason has partnered with the Calm app. Each employee has a free premium subscription.
Retirement & Stock Options Benefits
401(K)
Roth and Traditional 401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Cybereason currently reimburses its employees up to $50 a month for any exercise membership.
Home Office Stipend for Remote Employees
Cybereason reimburses its employees for home office equipment up to a certain amount.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within

An Insider's view of Cybereason

How would you describe the company’s work-life balance?

Cybereason does an awesome job at making sure each employee takes time for themselves, especially during these trying times. We've had extra company-wide days off, extended long weekends, and even end the day a little early on Fridays for Happy Hour Trivia! I'm very grateful that our senior leaders truly care about our lives outside of Cybereason.

Emily

Talent Projects Coordinator

What's the biggest problem your team is solving?

My team works to solve one of the most difficult issues we face today: keeping people and businesses safe in an increasingly digitized world. Knowing that the work we do matters and brings a positive impact to people’s lives is what keeps us focused each and every day.

Matt

VP of North America Sales Engineering

How do you empower your team to be more creative?

I believe in both forgiveness over permission and that anyone who makes a mistake immediately gets air cover while success brings them a spotlight. I want people focused on outcomes and finding ways there, not worrying about coloring inside the lines.

Sam

Chief Security Officer/President of Cybereason Government

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