Reporting to the CEO of One Identity, the VP of Customer Experience has broad responsibility managing One Identity’s Global PSO, Technical Support, and Customer Success teams.

As VP of Customer Experience, you will have a track record of building relationships, working closely with cross functional teams including IT, Sales (including renewals), Business Unit Engineering and Product Management, Services, and Operations. The ideal candidate is a passionate, collaborative, and results oriented leader capable of inspiring and building cross functional high performing teams to effectively drive change while achieving established goals.

-In this role, you will be responsible for leading and developing One Identity’s talented Support and Customer Success, and Global PSO teams

-Create a new standard for Customer Success, you will rethink how we approach support and how our teams can scale efficiently to improve coverage and complement our sales teams on the front lines providing day-to-day support in addition to ongoing optimization and strategic advice

-Build on the Customer Success foundation to include more technical post-sales strategic consulting

-Implement scalable customer health scores and develop processes to proactively address trends to improve the customer experience

-Attract high potential individual contributors into the team and provide growth opportunities by coaching team members, upleveling skill sets, and guiding the career paths of the existing team

-Work cross-functionally with Sales, Marketing, Product, and Engineering to produce an amazing customer experience at every touchpoint

-Influence customer satisfaction, grow customer advocacy, and improve overall health scores

-De-risk and defuse customer escalations

-Drive new business growth through greater advocacy and customer reference

-Inspire Customer Success across the company

-10+ years of leading, growing, and scaling top performing teams in Customer Success and Support functions

-Management of PSO teams with focus on process improvement and best practices

-Experienced and passionate senior executive to own driving success for our customers

-Capable of managing escalations at all levels, operators through C-level executives

-Ability to manage and influence through persuasion, negotiation, and consensus building

-Strong empathy for customers AND passion for revenue and growth

-Demonstrated desire for continuous learning and improvement

-Enthusiastic and creative leadership with the ability to inspire others

-Identity and Access Management experience highly preferred

-Eligible to work in the U.S. without restrictions

Company Description 

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.  

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers, and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.  

Why work with us?  

-Life at One Identity means collaborating with dedicated professionals with a passion for technology.  

-When we see something that could be improved, we get to work inventing the solution.  

-Our people demonstrate our winning culture through positive and meaningful relationships.  

-We invest in our people and offer a series of programs that enable them to pursue a career that fulfills their potential.  

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.  

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.  

Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team 

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com