Customer Experience and Enablement Manager

Customer Experience & Enablement Manager

Looking for an innovative, high-growth, multi-award-winning company in one of the hottest segments of the security market?  Look no further than Veracode!

Veracode is a global leader in Application Risk Management for the AI era. Powered by trillions of lines of code scans and a proprietary AI-generated remediation engine, the Veracode platform is trusted by organizations worldwide to build and maintain secure software from code creation to cloud deployment.

Learn more at www.veracode.com, on the Veracode blog, and on LinkedIn and Twitter.

We are seeking a Customer Experience & Enablement Manager to increase the digital experience of our customer journey, from prospect to onboarding to full value delivery. This role resides in our Global Solution Architecture and Consulting organization with responsibility for four key customer enablement pillars: Digital First, Developer Success, Customer Engagement, and Customer Community.

This is an entrepreneurial role that sits at the intersection of Solution Architecture, Customer Success, Customer Support, Product, and Marketing and requires an innovative and collaborative team player than can lead through influence, contribute to delivering Customer Journey and Developer outcomes at scale, lead new initiatives, and assess and implement technical solutions. The right candidate will bring a mix of business acumen, communication, and technological expertise to this high impact and high visibility role.

What you will be responsible for:

Digital-First Customer Experience

• Evolve Veracode’s digital-first customer experience outside of Veracode SaaS products, aligning with the company's overall go-to-market goals and vision
• Identify, assess, scope, and support implementation of new digital-first technologies
• Analyze opportunities for enhancing the user journey, ensuring that it is seamless, intuitive, and efficient
• Collaborate with cross-functional teams, including User Assistance, Marketing, Customer Success, and Support, to integrate user-centric approaches into the user experience

Customer Engagement Programs

• Execute user engagement programs, including onboarding, feature adoption, and user retention initiatives, in partnership with Product, Marketing, Customer Success, and User Assistance teams
• Utilize data-driven approaches to engage users at various stages of their journey, fostering a sense of community and loyalty

Customer Community

• Oversee day-to-day operations of Veracode's Customer Community; partner with cross-functional teams to manage ownership of activities
• Leverage Customer Community to ensure improved user engagement and an enhanced foundation for Digital Engagement to provide an always-on world-class collaboration and engagement center
• Review usage metrics to understand current engagement activity and improvement opportunities
• Ensure seamless user experience between Veracode products and Community by partnering with Product and Business Systems teams

Developer Success & Enablement

• Ensure Veracode end users (Developers, DevOps Engineers and AppSec Professionals) have the requisite resources, tools, and guidance to make the most out of the products and services they have purchased
• Track and report on developer engagement metrics
• Partner with UI/UX team to design and implement in-app walkthroughs and tutorials
• Develop close collaboration and partnership with Customer Success, Sales, Renewals, Marketing, and Product to align on strategies
• Contribute to a performance-based culture across teams
• Maintain current and relevant industry knowledge while consistently increasing your experience in Customer/Developer Success and Veracode product direction
  
  

Required Skills:

• Experience as a leader with full lifecycle post-sales delivery and service responsibility
• Strong aptitude or interest in understanding software development, DevSecOps, and application security
• Executive level verbal and written communication skills
• Strategic critical thinking skills
• Ability to influence and support teams through large strategic and/or vision changes
• Bachelor's degree and a minimum of 8 years of related progressive experience working in a related field or industry such as high tech, software, or a SaaS
• Experience working with developers or DevOps teams a plus
• Developer background or experience with coding a plus
• Experience with cybersecurity and/or application security a plus
  
  

What We Offer You

• Outstanding Medical, Dental, and Vision Coverage to meet all your healthcare needs.
• Wellness benefits to help you focus on what’s most important.
• “Take What You Need” time off policy.
• Extensive development and training offerings to help you grow your career at Veracode.
• Generous 401k match to help save for your future.
• Amazing community of professionals who take pride in what we do every day.
  
  

Compensation Transparency

In accordance with U.S. pay transparency laws, Veracode provides compensation transparency for roles based in the United States. Click here to view our compensation ranges by grade. Please note, specific compensation may be influenced by various factors including candidates experience, education, and work location.

Job Grade: Principal

Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Fraudulent Recruitment Alert - Be Aware and Stay Informed

At Veracode, we prioritize a secure recruitment process. Unfortunately, fake recruitment and job offer scams are on the rise. They aim to deceive candidates through emails and calls to obtain sensitive information.

Here’s our recruitment promise to you:

• Comprehensive Interview Process: We never extend job offers without a comprehensive interview process involving our recruitment team and hiring managers.
• Offer Communications: Our job offers are not sent solely through email, and we will never ask you to pay for your own hardware.
• Email Verification: Recruiting emails from Veracode will always originate from an “@veracode.com" email address.
  
  

If you have any doubts about the authenticity of an email, letter, or telephone communication claiming to be from Veracode, please reach out to us at careers@veracode.com before taking any further action.