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WHAT WE DO MATTERS

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

Tenable is more than ‘just’ the creator of Nessus. Our security solutions - including our first cyber exposure platform for modern assets, Tenable.io - are transforming global vulnerability management. We’re a global team, powered by creative thinkers who are wired for action, focused on delivering results and collaborating to enable decisive actions to protect what matters most. We’re in this together - colleagues, customers and partner communities working as One Tenable.

Can you join Team Tenable? Yes you can - if you’re excited by the thought of working with over 1200 colleagues, 27,000 customers and a range of revolutionary products that are shaping cybersecurity in 150 countries. Being valued for who you are as well as what you do, you can embrace the pace (we’re recognized as one of the fastest growing security product companies by SC Magazine, Red Herring, Info Securities, Deloitte and E&Y) as well as enjoy a superb rewards package (we’re seen as a Best Places to Work by Glassdoor, The Washington Post, The Baltimore Sun, The Baltimore Business Journal and Expert Marketplace). The key question is: Is This You?

We have big plans for continued global growth, and we’re looking for people who are creative, flexible and dedicated to helping us build something great – something that matters.

Senior Director, Customer Experience

Columbia Gateway Drive | Columbia | Maryland | United States | 21046

Your Role:

Tenable Network Security is seeking to hire a Senior Director of Customer Experience (CX). The Senior Director will work to create a culture fixated on its customers and will lead the development and execution of the customer experience strategy to drive satisfaction, loyalty and referrals. He or she will work with stakeholders and partners across the organization to meet and exceed customer expectations.  This role will report to the Tenable COO.

Your Opportunity:

  • Create overall customer experience strategy in collaboration with the Marketing organization.
  • Partner with colleagues in teams like Product, Engineering and User Experience to understand the product roadmap, anticipate servicing impacts, articulate CX needs and drive an implementation planning process that enables Tenable to proactively service customers effectively.
  • Drive organizational understanding of customer needs and pain points and identify and apply learnings to drive marketing, brand and operational consistency to further enhance the customer experience.
  • Manage customer feedback platform and survey program including data analysis, insight gathering and program optimization.
  • Collaborate with digital marketing team to ensure effective and consistent customer journey.
  • Represent customer needs within the organization and work with related departments to deliver consistent consumer-oriented experiences.
  • Distribute regular communications to organization to highlight key programs supporting customer experience objectives.
  • Manage customer escalation issues including root cause analysis and solutions, create tracking of issues, recommend solutions and communicate with partner teams.
  • Identify key CX improvements that drive reengineering, process improvement and efficiency across the organization.

What you'll need:

  • 10+ years of experience in a customer experience position.
  • Strong skills managing strategy and business delivery, quantitative and qualitative metrics/KPI tracking and optimizing Customer Experience efficiency and outcome.
  • Strong technical and problem-solving skills.
  • Proven track record of managing complex, highly technical projects across functions and business.
  • Demonstrated success collecting and leveraging consumer data and feedback to optimize customer experience.
  • Strong knowledge of brand management and standards implementation, especially related to the customer experience.
  • Adept at influencing and building consensus among stakeholders.
  • Excellent relationship, written and oral communication skills.
  • Bachelor’s degree in business preferred

We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.

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