Senior Customer Success Manager - Delphix (MH)

Perforce; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading software company is seeking a Customer Success Manager based in London to manage and grow customer accounts. This role requires extensive experience in account management, strong negotiation skills, and the ability to engage effectively with technical and business stakeholders. The ideal candidate will have a proven track record in customer success within a software environment, along with fluency in English and French. Competitive remuneration and a rewarding working environment are offered.

Benefits

Valued contributions

Opportunities for growth

Competitive rewards

Qualifications

• 8+ years of experience in account management/customer success in a software company.
• History of success as a Customer Success Manager or equivalent.
• Understanding of DevOps, Test Data Management, Agile, CI/CD, and Masking.

Responsibilities

• Establish and maintain relationships with key decision makers within assigned accounts.
• Facilitate executive-level engagements to assess product value.
• Identify new use cases and organizational contacts for growth.

Skills

Account management

Customer success

Negotiation skills

Technical conversations

Fluent in English and French

Education

Bachelor's Degree in Business, Computer Science, or related field

Tools

Gainsight

PowerPoint

Job description

Summary

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 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

• Fluent in English and French
• 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
• Partner with the Delphix Account Team (Regional Sales Managers, Solutions Engineers and Professional Services) to find opportunities for expanded usage of Delphix
• Hold business discussions with the Economic Buyer to reinforce value realized from the Delphix solution and identify expansion opportunities
• Act as the Delphix liaison for technical inquiries, issues or escalations. This will include working with Support, Product Management (i.e. roadmaps), ENG or others as needed
• 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 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
• Be responsible for renewal, health and risk forecasting and reporting on your client portfolio

Requirements

• Bachelor's Degree in Business, Computer Science, Information Systems, related major, or comparable education and work experience
• 8+ years of experience in account management/customer success in a software company
• Experience negotiating and closing customer contracts (renewals & expansion)
• History of success as a customer success manager, consultant, pre-sales, account management, technical account management or equivalent
• 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 or data management environment
• Understanding of DevOps, Test Data Management, Agile, CI/CD and 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
• Has worked successfully with Partners in collaborating on customer's success
• Must be able to travel at times

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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