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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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