Senior Customer Success Manager - Delphix (MH)

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

Job summary

A software solution company is seeking an experienced customer success manager to manage customer accounts, drive value, and secure contract renewals. The candidate should have a Bachelor’s degree and over 8 years of experience in account management. Responsibilities include establishing relationships with key decision-makers and partnering with various teams to enhance customer success. This position may require travel.

Benefits

Opportunities for career growth

Competitive compensation

Valued team contributions

Qualifications

• 8+ years of experience in account management/customer success in a software company.
• Experience negotiating and closing customer contracts (renewals & expansion).
• Must work within a team environment with sales and delivery teams.

Responsibilities

• Establish and maintain relationships with key decision makers within assigned accounts.
• Partner with the Delphix Account Team to find opportunities for expanded usage.
• Act as the Delphix liaison for technical inquiries and issues.

Skills

Customer relationship management

Strategic planning

Negotiation skills

Technical communication

Problem-solving

Empathy

Education

Bachelor’s Degree in Business or related major

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

• 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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