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

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About Us

Cybereason is the champion for today’s cyber defenders providing future-ready attack protection that unifies security from the endpoint, to the enterprise, to everywhere the battle moves.

Cybereason analyses 9.8PB of threat intelligence weekly to help organisations reduce investigation periods by up to 93% and promote a greater span of control of 1 analyst for every 200k endpoints. The resulting ROI is over 300% (Forrester).

The Cybereason Defense Platform is truly next generation. It combines the industry’s top-rated detection and response (EDR and XDR), next-gen anti-virus (NGAV), and proactive threat hunting to deliver context-rich analysis of every element of a malicious operation (Malop). The result: defenders can end cyber attacks from endpoints to everywhere.

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 mold #UBU.

At Cybereason, we are always striving to take our customer satisfaction and experience to the next level and make ourselves a “Customer First” company. As part of our effort & mission to become a truly customer centric company that delivers best in class customer experience, we are expanding our Customer Strategy & Operations group and looking for an individual to lead our Customer Experience Program.   

Position Summary

As a Customer Experience Program Manager you will take a leading part in building and running our Customer Feedback and Experience program, working with the key functions across the company to help elevate their customer engagement, making it more programmatic, scalable, and value & outcomes’ driven, continuously working to raise  Cybereason’s Net Promoter Score and enhance additional  “Voice of the Customer” channels.  

Responsibilities 

  • Help shape our Customer best practices and take our organization to the next level of customer satisfaction and success.
  • Deliver impactful results for our Customers and Customer Organization by enabling a program that will capture, analyze and report on customers’ feedback - their expectations, likes, and dislikes associated with Cybereason.
  • Implement the program to successfully identify trends and opportunities to improve CX across the customer journey, meet customer needs, and build better customer relationships.
  • Create and configure customer feedback gathering mechanisms that will reach our customers all around the world
  • Act as the administrator of the company’s CX management  tool
  • Develop trigger-based automations that allow Cybereason to capture  feedback at various stages in the customer journey
  • Partner with key stakeholders across the company to plan, and deploy customer feedback gathering mechanisms 
  • Own and develop technical specifications (use cases, user stories, event trigger identification) for customer feedback gathering automation 
  • Work with internal stakeholders to develop and deliver communication of requirements gathering results, implementation roadmaps, status reports, and other related communications 

Experience

  • 4+ years Voice of the Customer / Customer Experience
  • Administrator-level CEM tool experience (Qualtrics, Medallia, or other market leading tools)
  • Experience in data management
  • Deep knowledge of customer feedback processes and programs
  • Bachelor’s degree or equivalent work experience - customer success, customer services, strategy/operations positions, professional services 
  • Excellent written and verbal communication
  • Positive and proactive, with a solution oriented  “Can do” attitude
  • Comfortable working in remote work environments with a globally distributed team in multiple countries.
  • Strong organizational skills and ability to handle a wide range of tasks and re-prioritize them on short notice
  • Motivation to constantly improve processes and methodologies
  • Background in technology, particularly SaaS, endpoint or enterprise software 
  • Experience in the cyber security domain - a plus 
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Technology we use

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    • ConfluenceManagement
    • JIRAManagement
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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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