Senior Customer Success Manager - Delphix (MH) in London

Join to apply for the Senior Customer Success Manager - Delphix (MH) role at Perforce Software. Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you'll work with and learn from some of the best and brightest in business.

With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world's leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce.

Summary

You are customer-focused and experienced at managing and growing customer accounts. You have strategic conversations focused on KPIs and success criteria to drive value and secure renewals. 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 as 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, 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, coordinating with Support, Product Management, Engineering 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 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 short- and long-term goals
• Know the market and maintain knowledge of key competitors
• Identify new use cases and organizational contacts to expand realized value and organizational success
• Be responsible for renewal, health and risk forecasting and reporting on the 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 tools such as Gainsight and proficiency in creating PowerPoint presentations
• Has worked successfully with Partners in collaborating on customer success
• Must be able to travel from time to time

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!