Supports customer-support transformation by defining future-state operating models, optimizing processes, implementing technology, improving CX, and evaluating AI, automation, and agent-assist solutions.
About this role
This is a people-leadership role for the Customer Value Architect function, positioned between sales, customers, and delivered cybersecurity outcomes. The director manages CVAs who guide onboarding, Falcon Flex adoption, activation, and value realization while helping reduce churn and contraction. The team works with sales and technical experts so customers can maximize their investment in the cybersecurity platform.
The role sets customer success plans and adoption roadmaps, develops value proposals, conducts ROI and financial-impact analyses, and delivers Executive Quarterly Business Reviews. It monitors Falcon Flex usage, identifies risks and opportunities, supports renewals and expansion, maintains CRM and marketing-system records, forecasts revenue, and helps resolve customer issues. The posting requires expert leadership, strategic influence, cybersecurity software and sales-lifecycle knowledge, C-level presentation and negotiation skills, financial acumen, and experience using AI technologies to improve decisions and workflows.
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