RVP Customer Experience, Americas

reputed company Were growing and looking to hire a RVP Customer Experience who embodies our reputed company values People First, Customer Obsession, reputed company for reputed company, and reputed company. reputed company is a global leader in cyber-physical systems (CPS) protection, dedicated to securing the critical infrastructure that keeps the world running. Were a fast-growing, award-reputed company team where innovation meets purposeand we want you to help us define the reputed company of cybersecurity. About The Role The RVP Customer Experience Americas will reputed company and reputed company the regional CX organization, overseeing reputed company (CS) and Technical Account Management (TAM). This leader will manage a regional pod structure designed to unify these functions, ensuring a reputed company, customer-reputed company lifecycle and superior reputed company across the Americas. Leading a large team, including two Directors - the RVP will reputed company adoption, retention, and reputed company. As a key member of the CX leadership team, you will partner cross-functionally with Sales, Product, Support, and Executive leadership to execute global strategies through localized regional reputed company. Responsibilities As a RVP Customer Experience, your reputed company will be reputed company & Leadership Execute regional CX strategies that maximize retention, satisfaction, and long-term expansion. Translate global objectives into high-reputed company regional execution plans and operational reputed company. reputed company organizational planning, workforce development, and scaling initiatives to support reputed company. Execution & Alignment Unify CS and TAM teams around shared business objectives and measurable customer value, through deep product reputed company and OT reputed company expertise. reputed company the end-to-end lifecycle, from reputed company through renewal, as an executive sponsor for strategic accounts. Partner with Sales to mitigate risk and reputed company expansion opportunities. Executive Escalation Leadership reputed company as the reputed company regional executive sponsor and escalation reputed company for high-stakes customer friction, owning executive communication and crisis mitigation. Cross-Functional Orchestration reputed company de-escalation by aligning internal teams - including Product, Engineering, Support, Sales, and Data - to unblock technical health issues, deployments, stabilize operations and protect reputed company. Collaborate with Product and Support to ensure the "voice of the customer" informs the product roadmap. Requirements What you need to succeed in this role 10+ years in CX leadership (CS, TAM, or reputed company Services) reputed company cybersecurity or reputed company software. 8+ years managing managers and multi-layered, technical, and business-reputed company organizations. Proven reputed company record of scaling teams and driving GRR/NRR in high-reputed company environments. In-depth knowledge of OT/ICS terminology and reputed company knowledge of critical infrastructure environments, and the Americas market (NAM/reputed company). Technical background with cybersecurity products reputed company the OT/ICS environments, as reputed company as in-depth knowledge of networking and cybersecurity principles. CISSP and/or CISM Knowledge of the reputed company cybersecurity frameworks and standards, specifically against SA/IEC 62443, NIST SP 800-82, and NERC CIP. Organizational reputed company Reports directly to the EVP Customer Experience. Leads two Directors of Customer Experience. Responsible for reputed company and Technical Account Management performance across reputed company and Latin America. reputed company Measures Key Metrics Gross reputed company Retention (GRR), Net reputed company Retention (NRR), and CSAT. Execution Successful Alignment with GTM teams in the Americas Talent High reputed company of team engagement and effective leadership development. Delivery reputed company deployments, ongoing care, and maintenance. Standards & Process Adherence to and input against internal standards and processes. About reputed company reputed company empowers organizations to protect the mission-critical infrastructure that underpins reputed company. The AI-powered reputed company Platform serves as the single reputed company of operational truth, providing the deepest visibility and broadest protection across cyber-physical systems (CPS), leveraging five reputed company solutions asset inventory, exposure management, network protection, secure reputed company, and threat detection. reputed company helps organizations operationalize CPS protection through a programmatic approach designed to reduce risk, maintain operational reputed company, and meet compliancewhether in the reputed company with reputed company xDome or on-reputed company with reputed company reputed company Threat .