15 days old

Director, Customer Engagement - Public Sector

Tanium
Alexandria, VA 22314
  • Job Code
    3012194
At Tanium, we care deeply about ensuring we support our customers business objectives for many years, and that we continue to offer them value so that they continue to do business with us. The Customer Engagement team is comprised of two smaller teams: 1) the Customer Experience team that works cross functionally to improve the customer lifecycle, gather customer feedback at scale, and better design the customer experience to reduce sources of friction and potential churn and 2) the Customer Engagement Directors , comprised of proactive, relationship-oriented individuals who work directly with customers to ensure their business outcomes are successful and that they continue to renew with Tanium.

Your ultimate goal is to ensure Tanium is delivering business value to customers and they are renewing year-over-year. You will do this by building trust and strong relationships to become the voice of the customer, working to anticipate problems before they start and generating solutions to mitigate them, and working cross-functionally to rally the right people, processes, and tools inside of Tanium to better support our customers.

You will be working with Taniums Public Sector customers including federal civilian agencies, the Department of Defense, and state and local governments, and education systems.

What youll do:

  • Own, drive, and lead the renewals process in collaboration with the account team to preserve and improve customer contracts and relationships:
    • Manage a book of business including some of the following activities: Success Planning, quarterly EBRs, prioritization, customer marketing content, product feedback, and more
    • Actively engage with key decision makers (customers, partners, Tanium leaders) to identify customer requirements and uncover roadblocks to ensure on-time commitments
    • Evaluate the products, solutions, and services currently in a customer's network to help the customer achieve business objectives/goals and explain the value of the products, solutions and services to meet business objectives (to customers and partners)
    • Create customer-focused Success Plans and work cross functionally with teams (including DSAs, TSEs, TAMs, Support Center, Customer Marketing) to deliver on these Plans
    • Contribute to building customer champions that evangelize the value of Tanium within the customer
  • Negotiate and execute renewal contracts that align to customer goals
    • Work with Deal Desk and Sales Ops on renewal transactions, pricing, negotiations, licensing
    • Interpret the implications of key financial terms (such as CAPEX, OPEX) on customer procurement options and buying motions
  • Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth
  • Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate; own reporting and data management on customers, risk, and outcomes
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
    • Understands and constantly works to improve the customer journey, the customer lifecycle, and renewal cycle
  • Set customers up for future success by curating use-case recommendations and educating customers on relevant new features and opportunities to grow with Tanium

Contribute to your team by:
  • Achieving company goals by making data-driven decisions within your span of control to improve performance
  • Driving innovation within Tanium by ensuring creative ideas derived from within your area get the executive visibility they deserve

Were looking for someone with:
  • Education
    • BA/BS or equivalent experience required
    • MBA/MS/MA preferred
  • Experience
    • Minimum of 7 years in Account Management, Renewals/Retention, Customer Success, Customer Experience, preferably in SaaS or a similar industry
    • Contract management, licensing, procurement, pricing, negotiation, and sales operations experience preferred
    • Demonstrated direct customer engagement activities for enterprise solutions (software, services, and SaaS) in public sector and commercial businesses
    • Understanding and navigating government procurement vehicles, contracting process
    • Working with, partnering with, and jointly developing partner teaming in various public sector settings for specific customers
    • Military experience is a plus
    • Department of Homeland Security experience is a plus
    • Understanding of CDM and NIST Framework is a plus
    • Experience working with state and local governments and education systems is a plus
  • Discovery, negotiation, and closing : Obsesses over value and return on investment while also understanding how to drive outcomes that satisfy both parties. Is not satisfied until the deal is in.
  • Organized and accountable : Detail-and big-picture oriented, with strong project management skills keeping all parties informed and stakeholders tracking to the same goal of customer satisfaction and retention
  • Empathy and an outside in mentality : Intuitive listener with ability to translate and communicate customer priorities, business objectives, process and operational challenges into proposed solutions/options using Tanium
  • Strategic thinking : Understands the broader corporate initiatives and how they apply to their team and their customers. Has mastered the ability to translate strategic goals to tactical action in order to achieve the desired results.
  • Communication ; have mastered executive communication, particularly with customers, and demonstrate emotional intelligence, and patience, in all forms of communication. Anticipate blockers and delays, and communicate appropriately before requiring escalation. Also analyze whether tasks are the highest and best use of time and practices the redirecting of erroneous requests to re-focus on tasks that will accomplish the key business objectives.
  • Teamwork and Influencing : is a master at building cross-functional relationships and has strong influencing skills, working effectively with customer, partner, and Tanium leadership. Is able to work in a team environment to present logical and compelling arguments to enhance innovation and efficiencies and build processes to improve the customer experience and retention.
  • Other:
    • Thrives in an ambiguous, fast paced, currently loosely defined and constantly evolving environment
    • Technically astute. Able to understand majority of large enterprise IT and Security concepts
    • Travel up to 30% within regional territory (Covid-19 guidelines permitting)
    • Security clearance is a plus (or ability to gain security clearance)
    • Working for a software company that has transitioned its business model and customers from on-premise to SaaS delivery model a plus

About Tanium:

At Tanium, we empower the worlds largest organizations to manage and protect their mission-critical networks. Theres a reason why six of the top ten retailers, 12 of the top 15 US banks, and five of the US Armed Forces use Tanium. We provide lightning-fast capabilities at their fingertips to see everything and do anything across their computer networks with unparalleled scale.

We pride ourselves on being unstoppable in the pursuit of our mission. We are diverse problem solvers driven to do the right thing and win as a team.

Join our team at tanium.com/careers/





Posted: 2021-03-26 Expires: 2021-04-24
Sponsored by:
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Director, Customer Engagement - Public Sector

Tanium
Alexandria, VA 22314

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