Regional Manager - Cloud Services Delivery America


Position Description

Radware is a global provider of cyber security protection solutions for networks and applications, servicing customers around the globe. Cloud Services is the fastest growing business and we are looking to take our service to the next level in our key markets.
The Cloud Services Delivery operates 24/7 and covers multiple disciplines that are an integral part of our service delivery, including:

  • Emergency Response team (ERT) – managing security operations for tier 1 and premium customers like real-time attack mitigation, security policy management, forensics and more.
  • Customer Success Management (CSM) – managing our customers throughout their service journey lifecycle (onboard-use-renew-expand), ensuring a delightful customer experience.
  • Network and Security operations (NOC, SOC) - monitoring customer services and operating it to meet our service SLAs

The Regional Manager will be responsible for the overall Delivery organization in that region and will report into the WW Cloud Service Delivery Director.
 

Responsibilities

  • Build strong technical and operational teams to support our security customers in America (NA, CALA) and to meet ambitious service KPIs.
  • Enforce customers success plans to ensure high retention rate and expansions necessary to meet our business goals.
  • Effectively manage escalations for customers within the region, engaging the right resources from the global team for fast resolution, minimizing customer churn.
  • Execute according to our global processes and tailoring them to the region-specific needs and constraints.
  • Be an integral part of the global Cloud Delivery leadership team – work in matrix environment with peer functional leaders, report regularly on progress and own the overall delivery status in the region.
  • Be the voice of the customers and the Cloud team in your region – identify needs and challenges, and proactively act for resolutions.
 

Requirements

  • 5+ years of managerial experience in highly-technical customer care organizations such as professional services, customer success, account management, support, etc.
  • Proven experience in operating in matrix and cross-functional environments, including building strategic teams.
  • True leader with the ability to motivate teams. Our ideal leader is self-driven, fast-learner, while demonstrating critical thinking and risk management practices – having the ability to make decisions and drive innovation in a dynamic fast-changing environment while delivering on SLAs.
  • An advantage – good understanding in SaaS operation, cyber security, as well as in network design (e.g. LAN/WAN, routing protocols, routers) and protocols (e.g., IPv4, TCP/IP, VPN, IPSec, HTTP, DNS)
  • Team player with excellent interpersonal skills.
  • Excellent written and spoken communication skills
  • Fluent in English written and spoken
  • Presentation skills, high degree of comfort with presenting to variety of audiences.
  • Exhibits good listening skills and comprehension
 

Advantages

  • Experience in leading a technical support teams in a 7x24 support environment
  • BSc/BA in Computer Science or equivalent
  • Graduated Networking or Security courses
  • Work experience in a global foreign company

Benefit Summary

United States

Radware US provides a comprehensive benefits package for all full-time employees and their dependents including:

  • Paid vacation, personal and sick days plus company paid holidays
  • Medical and dental coverage – subsidized by Radware
  • Company paid vision plan  
  • 401K match
  • Company-paid life and AD&D insurance  
  • Company paid Short Term and Long Term disability insurance
  • Flexible spending account (medical/dependent care)  
  • Employee Assistance Program
  • Employee Recognition Program  
  • Employee referral bonus

Canada

Radware Canada provides 100% company-paid benefits for all full-time employees and their dependents including:

  • Medical, dental and vision insurance
  • Short/long term disability  
  • Accidental death and dismemberment insurance
  • Life insurance

How to Apply

To apply for the above position, please fill out the consent form below and agree to our terms for applying online. If you wish to apply, but not to submit the form below, please contact us at hr.americas@radware.com.

Radware will process your Personal Data for recruitment purposes only. Your data will be stored in our Applicant Tracking System, [which stores data in the U.S and is fully compliant with EU data protection laws], and will not be shared with anyone else. Even if the position has been filled, We would like to keep your data in our database for future positions. In the Radware privacy policy, you will find information about our compliance with GDPR (data protection law.) It also includes instructions on how to request access to your data, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You have the right to lodge a complaint about the way we handle your data. You can contact dpo@radware.com for more information or with concerns: