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Senior Director of Customer Engagement
Veritas
Santa Clara, CA, United States
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The Senior Director of Customer Engagement for the Customer Experience organization has three mission critical responsibilities: to define and implement a formal and comprehensive engagement model that connects Veritas customers and partners to our internal creative organizations, to maintain a high level of familiarity with the current state and future direction of our user experience across the Veritas portfolio as well as that of our main competitors, and to be the voice of our UX organization both internally and externally, leveraging UX research to help drive competitive marketing and business strategy as well as representing our UX organization and our customers and partners internally.
Key Responsibilities
• Partner with Veritas’ Marketing and Product Management organizations to define and create a strategic customer and partner program that includes innovative engagement models, incentives, investments, program assets and coordination across the extended Veritas team.
• Define consistent, high-value internal and external story about Veritas’ investment in our customer experience. Audience includes, but not limited to: customers, partners, sales, analysts, press.
• Identify key customer insights across the portfolio and communicate them to the leadership team, leveraging this visibility to advise on product roadmap and business strategy, and to identify opportunities for game changing customer and user experiences
• Build a set of engagement metrics to accurately track progress, and to set and manage customer expectations, with a focus on outcome based metrics that link programs to customer adoption of Veritas’ products.
• Drive change management for critical user experience areas in need of repair.
• Be a thought leader within the organization, someone who can help advance our corporate strategy globally and challenge others in the organization to change.
Additional Requirements
• 12+ years of strong experience in HCI, specializing in user research, customer feedback and usability analyses.
• 5+ years of customer engagement experience for infrastructure, software, or data services (SaaS experience)
• Thorough understanding of the software development lifecycle; ability to adjust and apply this knowledge in a dynamic environment using agile methodologies.
• Outstanding organizational, communication, interpersonal, relationship building skills conducive to collaboration; able to work well in a cross-functional, matrix management environment.
• Excellent analytical and problem-solving skills with a history of hands-on, detail orientation and capacity for developing and understanding strategy.
• Ability to establish credibility and rapport with senior executives and technical and non-technical team members alike, and to deal with ambiguity and thrive in a rapidly changing environment