Senior Vice President, Global Customer Experience

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500 and 93 of the Fortune 100, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.

We are looking for a Senior Vice President of Global Customer Experience to join our Worldwide Field Operations (WWFO) team reporting to the Chief Revenue Officer/Executive Vice President. In this role, you will be responsible for leading and inspiring a fast-growing global organization that is responsible for customer operations across the entire post-sale journey. You will oversee functions that span professional services, success management, support, and renewals. Your teams will design and deliver an innovative set of experiences that help our customers and channel partners improve time to value, grow their product adoption, and expand their consumption of Infoblox solutions. Additionally, you will be a key member of the leadership team for WWFO and will partner and collaborate closely with sales leadership.

You are the ideal candidate if you are an energetic, dynamic, team player who can provide strategic vision along with critical thinking and thought leadership. As a key member of the Worldwide Field Operations leadership team, you will collaborate with your Sales, Marketing, and Product team counterparts to ensure that the Infoblox customer journey is truly delightful across all touchpoints. You will help the company accelerate its transition from an on-premise platform to a cloud-based platform. You will be accountable for optimizing the various levers to increase customer retention and expansion.

What you’ll do:

• Deliver outcomes through the Success Management organization including increasing retention, revenue expansion, product adoption, and customer satisfaction
• Lead, direct and manage the Professional Services organization with responsibility for achieving revenue, time to value, customer satisfaction, and profitability targets
• Develop and implement the vision and strategy to effectively scale the Customer Support team across all channels and geographies.
• Oversee the Renewals function that create quotes, negotiate with customers and partners, and manage the execution of the renewal contracts
• Deliver enablement resources for channel partners that offer them the ability to leverage our playbooks so they can successfully grow their Infoblox practices
• Ensure policies, processes, methodologies, and tools are current, accurate, scalable, and efficient
• Standardize customer experiences around best practices to provide consistency and predictability
• Be a hands-on leader, providing feedback and coaching for team members so they can improve and realize their potential
• Apply analytical rigor to our post-sale functions to inform the right initiatives and tactics
• Lead the forecasting, budgeting, and fiscal planning process for your organization
• Effectively advocate for resources and cross-functional support required by the business to deliver the expected experiences and outcomes
• Drive cross-functional collaboration and communication with the various Go-to-Market, Product, and Operations teams
• Provide Infoblox customers with thought leadership outlining how best to deploy our solutions and realize exceptional ROI
• Work with the customer advocacy team to develop customer-specific case studies and references that share examples of successful customers
• Hire, ramp and manage performance to drive employee development and maximize team retention

What you’ll bring:

• 15 years of progressive responsibility building, scaling, and managing world-class post-sale teams
• Experience working in a global organization with resources, call centers, and customers around the world
• Proven history of building, developing, and retaining high-performing post-sales teams that align to company targets and that contribute to a strong company culture
• Strong results orientation by setting clear goals and objectives and making sure there is a very targeted execution focus for the team
• Demonstrated ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics
• Experience leading cross-functional initiatives that drive critical improvements in customer outcomes
• Experience collaborating with Sales and Marketing leaders to pursue customer white space growth for adjacent product cross-sell/upsell
• Strong financial acumen and comfort assessing the P&L and understanding the financial impact of potential strategic decisions
• Excellent presentation and verbal communication skills that drive impact at all levels of the organization from front-line teams to the Board of Directors
• Bachelor's degree required
• 5 years managing in a SaaS environment is a plus

What success looks like after 6-12 months:

• Your leaders are working collaboratively to innovate, design, and deliver world-class outcomes
• Your teams contribute to measurable improvements in net retention and gross retention rates
• Customers are seeing efficient activation and adoption driven by application of best practices
• Roles and responsibilities are clear across teams with minimal overlap of resources
• Supporting the creation of partner ecosystem to supplement the Infoblox services organization
• Improved time to value for new accounts with a large percentage of clients live within 3 months
• Repeatable talent acquisition and talent development pipeline that attracts top performers
• Tech stack is rationalized and appropriate to efficiently support your teams
• Cross-functional peers respect your input, advice, and customer-facing experience
• Demonstrating continuous improvement in customer experiences, processes, and productivity
• Executing an operational cadence that enables strong predictability and repeatability of outcomes

We’ve got you covered:

Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with a company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

Why Infoblox?

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer. We think you’ll be excited to join our team.