Customer Success Manager

Position Summary:

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)