Position Summary:
- Perforce Delphix is searching for a Customer Success Manager to join the team. You are customer-focused, who is experienced at managing and exceeding customer expectations. You have strategic conversations focused on KPIs and success criteria to demonstrate Customer's return on investment and secure renewals.
- You can identify and mitigate risk in complex situations as well as pull teams together to deliver solutions. You have a high standard for excellence and feel a great sense of satisfaction when customers are successful.
- You can converse effectively with a variety of personas and related goals. You are a trusted advisor.
Responsibilities:
- Establish and maintain relationships with key decision makers within assigned accounts
- Orchestrate relationships with assigned clients, which will include: defining value, increasing adoption and securing retention
- Ensure client reference ability to support Customer, Delphix and Perforce
- Facilitate executive-level engagements such as value assessment and realization and product strategy
- Measure and monitor customer's achievement of critical and key performance indicators, reporting both internally and externally
- Identify and manage escalations for successful resolution by driving internal and external team action items
- Create and present strategic account plans for 100% consumption and areas of growth based on customer's short, mid and long-term goals
- Create and present ROIs to demonstrate value
- Know the market and maintain a good knowledge of all key competitors
- Be responsible for renewal, health and risk forecasting and reporting on each client's portfolio
- Coordinate and lead internal and external account team strategy sessions
- May be required to support additional products/brands as needed
Requirements:
- Experience of success as a Customer Success Manager, Account Management or equivalent for 3 years or more
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- Experience working in a development, testing, data management and/or compliance environment
- Must work within a team environment with sales, field services and delivery teams
- Knowledge of customer success tool such as Gainsight and efficient in creating PowerPoint presentations
- Strong organizational skills based on internal and external priorities
- Ability to travel at times.
- Experience negotiating customer contracts (renewals & expansion)
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