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Customer Experience Manager

Radiant Logic

Radiant Logic

Customer Service
United States
Posted on Saturday, April 20, 2024

Radiant Logic Introduction

Radiant Logic, the identity data experts, helps organizations turn identity data into a strategic asset that drives automated governance, enhanced security, and operational efficiency.

Our RadiantOne Identity Data Platform removes complexity as a roadblock to identity-first strategies by creating an authoritative data source for real-time, context-aware controls. We provide visibility and actionable insights to intelligently detect and remediate risk using AI/ML-powered identity analytics. With RadiantOne, organizations are able to tap into the wealth of information across the infrastructure, combining context and analytics to deploy governance that works for the most advanced use cases. It’s a radically simple approach.

All this is enabled by our team of first-class people. Our headquarters are in San Rafael, CA, with an office in Paris, France, and team members around the globe.

The Opportunity

The Customer Experience Manager will be responsible for ensuring that Radiant Logic’s customers attain rapid and continued value from their investment in our technology. You will be responsible for driving deep customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management and overall customer advocacy. As a key representative of Radiant Logic within key accounts, you will become our brand ambassador and coalesce with relevant internal resources to ensure overall customer success. You will perform routine account health checks and assist with business value assessment to ensure our customers exceed their desired goals for their most critical asset, their authoritative identity store.

Responsibilities

  • Serve as the primary point of contact post sale. Assume overall customer adoption responsibility and escalation management role for assigned accounts.
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.
  • Partner with stakeholders to align account activities with the customer's business case and strategy.
  • Prepare and educate customers on new features and releases.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.
  • Collaborate with Customer and internal stakeholders to ensure customer rapidly attains desired value from product investment.
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Act as the customer’s advocate and collect feedback to identify friction points and drive continuous improvement of products and services.
  • Work with the sales team to properly sell and position Professional Services and Support offerings.

Skills and Experience

  • BS or MS in CS/CIS/MIS, or equivalent knowledge/experience
  • Ability and experience in defining scope of work, work breakdown structures, estimating in effort and duration
  • Excellent presentation, business, and written communication skills
  • Knowledge, experience, and concepts in the security, identity and access management space including web access management, application federation, and identity federation, single sign on, provisioning
  • Demonstrated customer success experience in SaaS organization
  • Knowledge and experience in Identity and Access Management (IAM) or Security space
  • General knowledge of cloud architecture as well as on-premise IT landscape
  • Experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
  • Knowledge of enterprise web technologies, security, and cutting-edge infrastructures
  • Experience in systems support is strongly preferred
  • Comfortable and willing to be a hands-on contributor
  • Excellent communication skills, including issue tracking, triaging and crisis management
  • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
  • Some light travel may be required
  • Solid understanding of Enterprise Security and Network Management
  • Outstanding analytical and problem-solving skills

Personal Profile

Radiant Logic is a dynamic, energetic company, where individuals can thrive, be respected for their unique skills and where we push the envelope of what is possible.

You will be a high-energy, self-starting team player. You will be a proactive learner willing to immerse yourself in learning Radiant Logic technology.

Location

This is a remote role but the candidate must reside in the United States.

Compensation

The role offers a competitive salary depending on experience and potential.

In addition, we offer:

  • Medical, Dental, and Vision Insurance
  • Long Term Disability Insurance
  • 401(k) Plan
  • Vacation
  • Holidays
  • Sick leave

Radiant Logic, Inc. is an EEO Employer. As part of its safe hiring policy, Radiant Logic, Inc. conducts credentials verification and pre-employment screening on applicants who are offered and accept employment.