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Position Summary:
The Delphix Customer Success Director, for the Delphix Customer Success Team at Perforce is searching for a Senior Customer Success Manager to join the team. Able to tackle more complicated jobs and provide assistance where needed. Develop customer account plans that ensure alignment of our engagement to customer expectations and strategic business goal. Can handle a wide variety of problems and issues that come their way.
This position will support our Delphix brand. You are customer-focused, who is experienced at managing and growing customer accounts. You have strategic conversations focused on KPIs and success criteria to drive value and secure renewal. You are comfortable in renewal conversations including presenting ROIs and financial terms with a history of meeting renewal and expansion targets. You naturally possess a high level of empathy and pay close attention to the needs of customers, helping them define and measure the value of the implemented solution. You can identify and mitigate risk as well as pull teams together to solve escalations. You have a high standard for excellence and feel a great sense of satisfaction when customers are successful. You can converse effectively with technical customers, economic buyers, internal teams, procurement and executives, as well identify and create new opportunities for growth with new customer departments. You are able to establish yourself as a trusted advisor with any level of resources.
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 the Sales organization in expansions and closing processes.
- Facilitate executive-level engagements such as value assessment and realization, product strategy and EBRs.
- 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.
- Develop strategic account plans for 100% consumption and areas of growth based on customer’s short, mid and long-term goals
- Know the market and maintain a good knowledge of all key competitors. Identify new use cases and new organizational contacts to expand on our customer’s realized value and organization success.
- Responsible for reporting on renewal, customer health and risk forecasting of your client portfolio.
- Responsible to create ROIs to promote value of customer's investment
- May be required to support additional products/brands as needed.
Requirements:
- Experience negotiating and closing customer contracts (renewals & expansion)
- 8+ years history of success as a customer success manager, consultant, pre-sales, account management, technical account management or equivalent
- Experience working with reseller and services partners
- Track record of guiding technical conversations and persuading others to take action based on requirements
- Experience in Software and ideally in DevOps, Test Data Management, Agile, CI/CD and/or Masking
- 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, excel and ROIs
- Must be able to travel at times
Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time.
Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.
If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!
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