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Company

CyberArk · 4 hours ago

Business Process Manager

Newton, MA

Full-time

Remote

Mid, Senior Level

$91K/yr - $126K/yr

5+ years exp

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Cloud SecurityCyber Security

Growth Opportunities

No H1B

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Responsibilities

Leverage your field experience to analyze and optimize our existing business processes, workflows, and playbooks for an outcome-based engagement model, identifying inefficiencies and opportunities for improvement.

Lead process redesign and streamlining efforts based on hands-on knowledge of day-to-day operations, ensuring solutions are practical and deliver customer value.

Collaborate with Customer Success operational teams to implement real-world solutions that directly address current pain points in workflows and procedures.

Develop and standardize processes, ensuring alignment with best practices, industry standards, and CyberArk’s outcome-based engagement model.

Document, maintain, and communicate clear, accessible process guidelines and success management content pieces, ensuring teams understand and adhere to best practices.

Introduce continuous improvement strategies based on field-tested methods and solutions that you’ve seen work effectively in practice.

Identify bottlenecks, inefficiencies, and areas for improvement, using on-the-ground experience and communication with the Success Management teams to recommend realistic and achievable changes.

Document business requirements for systems and tools to improve efficiency for CS Operations and Business Application teams to execute.

Work closely with field staff, team leaders, and cross-functional teams to ensure process improvements are understood, implemented, and adopted smoothly.

Serve as a liaison between the field and corporate functions, translating operational needs into scalable process solutions.

Monitor KPIs (i.e., cycle time, process efficiency, and error rate) associated with Success Management processes and make enhancements to deliver results that align with CyberArk business objectives.

Provide reports and insights on process performance, focusing on improvements that have had a tangible impact on customer experience, productivity, and efficiency.

Lead field-level change management efforts by ensuring process improvements are practical, widely adopted, and supported by team leaders.

Leverage subject matter expertise to drive process updates and improvements.

Inform stakeholders about process updates and improvements.

Collaborate with GTM Customer Success Enablement teams and CS functional leads to set enablement strategy and rollout plan for Service Optimization initiatives.

Provide on-the-job support to help teams adapt to new processes and technologies, minimizing disruption during transitions.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementProcess ImprovementWorkflow DesignData AnalysisGainsightSalesforceGongHighspotChange Management

Required

Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Equivalent field experience may also be considered.

Minimum of 5 years of field experience in Customer Success Management within software industry, with a deep understanding of real-world operations and business processes.

Proven track record of identifying, implementing, and managing process improvements.

Practical experience in workflow design, analyzing, and improving processes using diagramming or other methodologies.

Understanding best practices for Customer Success Management execution, including CSM workflows within tools like Gainsight.

Strong data analysis skills, with the ability to track performance metrics and make necessary adjustments.

Strong leadership and communication skills, with the ability to work effectively with field and corporate teams.

Ability to translate field-level operational challenges into scalable process improvements.

A proactive, hands-on, problem-solving approach with the ability to adapt quickly to changes in operational demands.