Customer Experience Manager

| Greater Denver Area

We are searching for a Customer Experience Manager!

First off, what is CyberGRX?

CyberGRX provides enterprises and their third parties with the most cost-effective and scalable approach to third-party cyber risk management today. Built on the market's first third-party cyber risk Exchange, CyberGRX arms organizations with a dynamic stream of third party-data and advanced analytics so they can efficiently manage, monitor and mitigate risk in their partner ecosystems.

What does a Customer Experience Manager do at Cyber GRX

The Customer Experience Manager is responsible for developing effective retention and growth strategies across their assigned book of business. They will strengthen partnerships by understanding each customer’s critical business and market needs to develop CyberGRX evangelists to the cyber security community. With strategic oversight from the VP, Customer Experience and cross-functional collaboration with Operations, and Sales, this role will create unassailable competitive advantage within the market and further position CyberGRX as the definitive market leader.  

What a day in the life looks like:

  • You’ll deliver powerful on-boarding experiences with new customers that clearly demonstrate CyberGRX’s value, confirms the customer’s S/L term strategies, and maps success measures during the on-boarding phase
  • You will create comprehensive risk and growth management strategies across your assigned book of business (up to ~25 accounts) and proactively manage these throughout the Customer Lifecycle
  • You’ll conduct periodic business reviews, ensuring that all internal and external stakeholders are engaged to expand their business and drive decisions through actionable insights to effectively manage third party risk
  • You will understand, confirm and uncover critical customer program and market needs that create customer evangelist for CyberGRX and precipitates revenue and partnership expansion opportunities
  • You’ll use a Tactical Customer Support approach: front-line user access / product related questions to help customers effectively navigate through the end-user experience
  • You will have ongoing customer consultations spanning product / platform capabilities, vendor ecosystem risk prioritization / management strategies, market trends, regulatory compliance, industry benchmarking, and portfolio performance

What you bring to the table:

  • You’ve got at least 2 years of experience in managing Enterprise/Mid-Market customer relationships
  • You are proficient in Salesforce and various Customer Success tools (Smartsheets, Strikedeck, Lucidcharts, Jira, Confluence, Go2Meeting); managing reports, customer performance dashboards, project plans, etc
  • You are proficient with the Microsoft Office suite (Word, Outlook, Excel, PowerPoint)
  • Your experience working with SaaS customers is strongly preferred

Why you want to work for CyberGRX:

  • We offer a competitive base salary (commensurate with experience) plus incentive compensation
  • We have an incredible benefits package including:
    • Company paid medical/dental/vision
    • 401(k)
    • Free Eco Pass
    • Open Time Off policy - Take as much time off as you'd like! Recharging the batteries is encouraged.
    • Equity – Acting like an owner is one of our Core Values
  • We’re centrally located in LoDo. (A short walk from Union Station)
  • Relaxed dress code – We want you to be comfortable doing what you love, so hang your professional clothing up for another occasion
  • We are doing new and exciting things and have big plans for growth!

CyberGRX does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

Read Full Job Description

Technology we use

  • Engineering
    • PythonLanguages
    • ReactLibraries
    • GraphQLLibraries
    • Node.jsFrameworks
    • Neo4jDatabases

Location

We're in LoDo between 16th and 17th streets. We're a short walk from Union Station and surrounded by great bars and restaurants.

An Insider's view of CyberGRX, Inc.

What’s the vibe like in the office?

It's a total blast! Everyone is super committed to what we are doing and genuinely loves being here. There's a buzz of energy and excitement in the air, and laughter around every corner. I wake up every morning looking forward to doing awesome work with people I consider friends. I've never felt so rewarded and appreciated.

Ben

Talent Acquisition

What's the biggest problem your team is solving?

Odds are your personal information has been stolen. What’s crazy is that it’s probably not been stolen through the company that you shared your data with, but through that company’s third parties. Right now it's very difficult for companies to assess their third party risk, and that's why we're creating CyberGRX!

Alek

Front-End Tech Lead

How has your career grown since starting at the company?

My career has grown exponentially at CyberGRX. I interact daily with colleagues who are leaders in their industry. This guidance has been instrumental in shaping my confidence and presence in the cybersecurity community. Not only have I been supported in my passions, but encouraged to take risks I may not have pursued.

Caitlin

Risk & Security Analyst

How do you empower your team to be more creative?

Simple...Trust. We hire creative, smart people here at CyberGRX, and I trust that they have the best interest of our company in mind. With that, my job is to empower teams to come up with creative ideas and then work with them to remove any obstacles as they explore and implement the best of those ideas.

Aaron

Head of Operations

What makes someone successful on your team?

Taking full responsibility. "That's not my job" is not something you'll hear someone say at CyberGRX. When it comes to meeting the needs of our customers or a teammate, we have an all hands on deck mentality, and we all have to continuously expand our knowledge and abilities. If we expect the company to grow exponentially, so must we as people.

Seth

Account Executive

What are CyberGRX, Inc. Perks + Benefits

CyberGRX, Inc. Benefits Overview

We offer free premium health care through TriNet for all employees and dependents.

We also want you to take the time you need and offer an Open Time Off policy- work hard, do your job and take the time you need! This is on top of the companies 9 paid holidays.

We have a stocked kitchen filled with snacks, fruit, granola bars, etc. We have fresh coffee beans brought in weekly for fresh ground coffee. We have a keg with 2 types of beer on tap and fridges full of soda, juice, energy drinks, and adult beverages.

We have a very casual dress code. Hang that suit up for another occasion and come to work comfortable.

We offer supplemental insurance at deeply discounted rates, the opportunity to participate in an HSA and FSA as well as provide an Employee Assistance program for wellness in addition to a company sponsored 401k plan.

We provide an Ecopass for all employees, catered lunches and a fully stocked kitchen with snacks, drinks, coffee, kegerator etc.

We want everyone to have a stake in the company therefore also offer generous equity for all employees to share in the success of CyberGRX.

We provide ample opportunities for company and team outings, including Holiday parties, chili cook-offs and happy hours.

We strongly encourage professional development opportunities and set aside a pool for employees to request at their preference.

Also, bring you pup to work if you so please, we are dog friendly! But beware, they might find a ping-pong ball or foosball to chase around because of our large game room!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,650 annually.
Disability Insurance
CyberGRX's disability insurance benefit is 60% of an employee's annual salary up to a $5,000 maximum monthly payout. Employees also have the option to purchase extra coverage.
Dental Benefits
We cover insurance costs for both employees and dependents: the dental plan covers 100% of the cost of preventative care!
Vision Benefits
We cover insurance costs for both employees and dependents!
Health Insurance Benefits
100% company-paid for employees and dependents for a low-deductible PPO plan. We are in the 90th percentile for startups at our stage for the medical coverage we offer.
Life Insurance
Pet Insurance
Offered through our EAP
Wellness Programs
EAP including free counseling, addiction secession, and discounts for gyms and other wellness facilities in the Denver Metro area.
Onsite Gym
We have a small gym on our 3rd floor with access to showers in both the men and women's locker room.
Retirement & Stock Options Benefits
401(K)
Company Equity
Generous equity for all employees with refreshes each year.
Performance Bonus
2019 Company and Performance plan in the works!
Child Care & Parental Leave Benefits
Generous Parental Leave
12 weeks paid for primary caregiver, 3 weeks paid for secondary caregiver.
Flexible Work Schedule
Work with your manager to determine the best schedule that works for you!
Remote Work Program
We have a dispersed staff- certain teams can hire remotely to not only find the best available talent but give flexibility and diversity to our staff!
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Open Time Off- take what you need!
Paid Volunteer Time
We encourage employees to volunteer and give back- we also organize these events for the whole company.
Paid Holidays
9 paid Holidays.
Paid Sick Days
Open time off- take what you need including sick and mental health days.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Ecopass for everyone!
Company Outings
Quarterly planned outing and regular sponsored happy hours and events. FRiday, FriYay's!
Game Room
Arcade games, ping pong, foosball, cornhole etc!
Stocked Kitchen
SNACKS GALORE, drinks, sodas, coffee, tea!
Some Meals Provided
Catered lunch once a week.
Happy Hours
Pet Friendly
Dog friendly!
Relocation Assistance
Case by case.
Professional Development Benefits
Job Training & Conferences
We have a pool set aside for requests from managers and employees.
Diversity Program
Currently building out our recruiting function through diversity and inclusion training, a cultural interview team comprised of various employees with different backgrounds and skill sets.

Additional Perks + Benefits

All in all, CyberGRX is committed to making it easy for employees to get to work and not worry as much about the noise! Whether that's through free medical coverage or you forgot breakfast and need a cup of yogurt, we've got you covered! We want you to enjoy in the success of the company through our generous equity and have fun while you are here! It's a wonderfully well-rounded total benefits and perks package that we are really proud of and will be ever-evolving as we continue to scale!

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