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Position Summary:
Director of Customer Success for the Delphix customer success team at Perforce is searching for a Customer Success Manager to join the team. You are customer-focused, who is experienced at managing and growing customer accounts. 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. You are able to establish yourself as a trusted advisor with any level of resources. You will work closely with Professional Services, Sales, Engineering, Product teams, partners and more to help our customers derive value from Delphix products.
Requirements: Bachelor’s Degree in Business, Computer Science, Information Systems, related major, or comparable education and work experience5+ years of experience in account management/customer success in a software companyExperience negotiating and closing customer contracts (renewals & expansion)History of success as a customer success manager, consultant, pre-sales, account management, technical account management or equivalentTrack record of leading technical conversations and persuading others to take action based on requirements and value provided by solutionsExperience working in a development, testing or data management environmentUnderstanding of DevOps, Test Data Management, Agile, CI/CD and MaskingMust work within a team environment with sales, field services and delivery teamsKnowledge of customer success tool such as Gainsight and efficient in creating powerpoint presentationsMust be able to travel at timesResponsibilities: Establish and maintain relationships with key decision makers within assigned accountsOrchestrate 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 DelphixHold 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 processesFacilitate 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 itemsDevelop strategic account plans for 100% consumption and areas of growth based on customer’s short, mid and long-term goalsKnow the market and maintain a good knowledge of all key competitorsBe responsible for renewal, health and risk forecasting and reporting on your client portfolioAdditionally, 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.
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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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