Senior Customer Success Manager - Delphix - East

About the Role

Our Director of Customer Success at Perforce is searching for a Senior Customer Success Manager to join the team in support of Delphix customers in the eastern US region.

About You

• Customer-focused, experienced at managing and growing customer accounts
• Able to have strategic conversations focused on KPIs and success criteria to drive value and secure renewal
• Comfortable in renewal conversations including financial terms with a history of meeting renewal and expansion targets
• Possesses a high level of empathy and pays close attention to customer needs, helping them define and measure the value of the implemented solution
• Able to identify and mitigate risk as well as pull teams together to solve escalations
• Has a high standard for excellence and feels a great sense of satisfaction when customers are successful
• Can converse effectively with technical customers, economic buyers, internal teams, procurement and executives
• Able to identify and create new opportunities for growth with new customer departments
• Can 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, including: 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, 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

Qualifications

• 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

Skills

• AI Fluency: Level 2 – Skilled Prompter (Advanced Foundation / Early Proficient) – Crafts effective, outcome-oriented prompts, iterates to improve quality and speed, and validates AI outputs against business context and expectations

Benefits

• Medical, dental, and vision coverage
• Retirement benefits
• Life insurance
• Wellness programs
• Total time off
• Other employee perks as offered by Perforce from time to time
• Eligibility for quarterly customer success bonus plan