Critical Account Program Manager

3 Months ago • 5 Years +

Job Summary

Job Description

As a Critical Account Program Manager, you will lead critical customer escalations within Varonis Support. You will coordinate resources and communication for issues with company-wide visibility and significant business impact. You will define, implement, and maintain incident management processes. Responsibilities include managing, escalating, investigating, and resolving incidents. You'll collaborate with sales and account teams, provide updates to management, and drive sales opportunities, ensuring customer satisfaction. The role involves acting as an escalation focal point and creating action plans. Documenting recovery steps and analyzing trends in incident and problem reports are also required.

Must have:

Experience in incident management and system optimization.
Experience designing and implementing incident management processes.
Experience managing critical incidents in a SaaS organization.
Excellent communication skills with technical and business teams.
Ability to work efficiently under pressure with minimal supervision.

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

agile-development

saas-business-models

organisational-skills

team-management

Job Details

Critical Account Program Manager

Overview

Varonis is a world-class organization with a straightforward mission: protecting vulnerable data.

Did you know that on average, 20% of an organization's data is accessible to every employee? Seventy percent of attacks take months or years to discover. But not for our customers.

At Varonis, we see the world of cybersecurity differently.

Our customers always know where their most valuable data is – on premises or in the cloud. Only the right people have access to only the right data. With real-time awareness of how employees use data, our client’s flag and stop malicious behavior in its tracks.

We’re fighting a different battle than conventional cybersecurity companies, relentlessly focused on securing data. Data assets are the most valuable – and vulnerable – components of the global economy. Along with employees, data is at the heart of almost every organization, yet conventional cybersecurity solutions, by themselves, have failed to protect it.

Why join Varonis as Critical Account Program Manager?

As a Critical Account Program (CAP) Manager you will own, lead, and drive the highest level of critical customer escalations within Varonis Support. Escalations on Critical Accounts typically involve multiple products and/or service-related issues that may jeopardize the Varonis business relationship, and/or sales opportunities with key customers. You will own the coordination of resources and communication of issues that have company-wide visibility and significant business impact. In leading the virtual team, you will collaborate closely with and work across various Varonis Support functional organizations with all levels of the company, from Support, Sales, Product management, and development Engineering. As a CAP Manager, you will also provide updates to management and Corporate Executives. This position is empowered and sponsored by executive staff and has access, influence, and impact over the various organizations within Varonis Support to get the job done.

ESSENTIAL DUTIES AND RESPONSIBILITIES: – Other duties may be assigned:

Define, implement, and maintain incident management methodology and processes
End to end responsibility for the management, communication, escalation, investigation and resolution of incidents.
Translate engineering deliverables into executive communication and lead situations when they go off track
Collaborate closely with regional sales and account teams to understand critical customer concerns and provide tailored support, ensuring alignment with sales strategies and objectives.
Facilitate communication between technical support and sales teams to enhance customer satisfaction and drive sales opportunities
Run executive updates, post incident follow-up, internal and external communication professionally instilling confidence
Employ strong facilitation and leadership skills, ensuring responding team members execute required actions under pressure
During service outage events this role would be expected to perform the following:

Act as Incident escalation focal point, identifying and resolving conflict and bottlenecks
Create action plans with named actions and deadlines, and be accountable for the delivery of that plan
Ensure that all modes of communication are effectively used throughout the incident life cycle
Continuing to update the status page or post updates to other channels as the situation evolves
Take the technical information and articulate it in appropriate language for customer communications

Document post incident recovery steps in order to establish Root Cause, aid in process improvements, identify deviations and to enable creation of content for the Knowledge Base
Work with relevant stakeholders to ensure that formal RCA documents are published within agreed SLAs
Proactive analysis of trends in incident and problem reports to assist in eliminating recurring incidents

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

B.S. degree or equivalent experience
5+ years of experience in incident management, system optimization, process management, or operations
Experience with designing and implementing incident management processes
Experience managing critical incidents and outages in a SaaS organization
Must have the capacity to spearhead the optimization of processes, analytics, and proactive strategy, and the drive to solve very complex business + data problems
Must have excellent communication skills with the ability to communicate effectively across technical and business teams
Must have the ability to work efficiently under pressure with minimal supervision and have demonstrated conflict and situation management skills
Must understand ITIL and Agile methodologies
Must be patient and eager to learn – will be dealing with many teams and many personalities
Must be able to keep track of multiple moving parts and overlapping initiatives

Competencies: - To perform this job successfully, an individual should demonstrate the following competencies:

Sense of Urgency: Displays a matter of utmost urgency; understands the importance of making critical business decision in a timely manner with strong attention to detail; realization that efficiency and prioritization is critical to success.
Customer Service: Manages difficult or emotional customer situations; meets commitments; responds promptly to customer needs; solicits customer feedback to improve service.
Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.
Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans
Achievement Orientation: Focusing efforts on achieving high quality results consistent with the organization’s standards.
Attention to Detail: Working in a conscientious, consistent and thorough manner.
Resilience: Staying energized, productive and focused in the face of challenges, ambiguity, change or strenuous demands, creating a supportive environment that helps others become more resilient and productive.
Ensuring Accountability: Holding yourself and others to high standards of accountability and creating an infrastructure and transparent corporate culture that supports and measures personal and organizational responsibility and accountability.
Teamwork: Working collaboratively with others to achieve organizational goals.
Learning Agility: The ability and willingness to learn from experience, and subsequently apply that learning to perform successfully under new or first-time conditions.

We invite you to check out our Instagram Page to gain further insight into the Varonis culture!

@VaronisLife

Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

#LI-Hybrid