Professional Services Operations Lead

Securonix is leading the evolution of SIEM for today’s hybrid cloud, data-driven enterprises. Securonix Unified Defense SIEM provides organizations with content-driven threat detection, investigation, and response (TDIR) solution built with a highly scalable data cloud and a unified experience from the analyst to the CISO. The innovative cloud-native solution enables organizations to scale up their security operations and keep up with evolving threats.

Securonix Unified Defense SIEM provides organizations with 365 days of ‘hot’ data for fast search and investigation, threat content-as-a-service, proactive defense with continuous peer and partner collaboration, and a unified Threat Detection, Investigation and Response (TDIR) experience, all in a single platform. The platform is built on a cloud native architecture and leverages the power of the Snowflake Data Cloud.

Summary:

At Securonix, we are hiring a Professional Services Operations Lead whose mission will be to support the effectiveness and efficiency of our Customer Experience team. 

Job Title: Professional Services Operations Lead

Job Level: Individual Contributor

Primary Skills: PM Methodology, Professional Services/Customer Experience, Data Intelligence, Any Agile/Scrum Certification

Responsibilities: 

• Knowing how to operate CSM tools like Gainsight/JIRA, etc is essential.
• Conduct a thorough analysis of professional services operations to identify areas for improvement, efficiency, and cost-effectiveness.
• Manage and maintain databases related to projects, resource allocation, and financials. Ensure data accuracy and integrity.
• Generate regular reports on key performance indicators (KPIs) related to professional services. Provide insights and recommendations based on data analysis.
• Identify opportunities for process improvement and work closely with cross-functional teams to implement changes that enhance operational efficiency.
• Assist in financial analysis and budgeting for professional services projects. Monitor project financials and identify potential cost-saving measures.
• Conduct qualitative analysis of project outcomes, feedback, and client satisfaction surveys. Use findings to drive continuous improvement initiatives.
• Customer Interactions - Engagement within the TAM team to collaborate and support customers in Renewal or At-Risk phases
• Risk Management - Identify early signals of at-risk renewals, design or update existing playbooks for TAMs to address them, and provide a path to escalation or leadership
• Opportunity Management - Regularly poll TAMs for prospective upsell customers

Reporting:  

• Forecasting - Execute the reporting strategy for services and upsell forecasts, e.g. through dashboards and presentations
• Analysis - Track and trend the leading indicators for services and upsells, including analyzing them to understand what’s going well and what’s not
• Metrics - Report on the Key Performance Indicators (KPIs) for the Securonix Customer Experience Program

Qualifications Required:

• 7-10 years of experience with PM Methodology, PMBOK, Business Analyst.

• 5-7 years of experience in Professional Services/ Customer Experience

• Enjoys data intelligence and problem-solving

• PMO analyst / with the process will be preferred

• Clear and effective communicator with a professional presence across all customer levels

• Actively engages cross-organizationally and in departments to make improvements

• Ability to influence and obtain results

• Passion for designing and enhancing the customer journey

• Enjoys data intelligence and problem-solving

• Possesses a high degree of passion and ownership for their work

• Empathetic and champion for the customer with strong listening skills

Certification: 

• Project Management Professional (PMP) certification is a plus.
• Business Analyst, Any scrum or PM certificate i.e. PMP, SAFE/Scrum Practitioner/Agilist/Scrum Master preferred.
• Any relevant certifications in data analysis or operations management would be advantageous.

Benefits - 

As a full-time employee with Securonix, you will be eligible for the following employee benefits:

• Health Insurance with a total sum insured is INR 5,00,000
• Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law
• Personal Accident with total sum insured is INR 10,00,000
• Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered.

Securonix, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Securonix complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.