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Position Summary:Director of Customer Success for the Delphix brand 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. We are passionate about helping enterprises use data to accelerate data-driven transformation. Our DevOps Data Platform combines enterprise - wide data coverage with data compliance to enable modern CI/CD workflows, accelerate the journey to the cloud, transform customer experiences and increase the adoption of disruptive AI technologies.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, mid and long-term goals
- Know the market and maintain a good knowledge of all key competitors
- 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
- 5+ 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
- 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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