Sr. Customer Success Manager, Delphix

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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. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward.

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.

Position Summary:

The Delphix Customer Success Director, for the Delphix Customer Success Team at Perforce is searching for a Senior Customer Success Manager to join the team. This role is responsible for developing customer account plans that ensure alignment of our engagement to customer expectations and strategic business goals. The ideal candidate can handle a wide variety of problems and issues that arise.

This position will support our Delphix brand. You are customer-focused, experienced in managing and growing customer accounts, and 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 risks 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:

1. Establish and maintain relationships with key decision makers within assigned accounts.
2. Orchestrate relationships with assigned clients, which will include defining value, increasing adoption, and securing retention.
3. Ensure client reference ability to support the Sales organization in expansions and closing processes.
4. Facilitate executive-level engagements such as value assessment and realization, product strategy, and EBRs.
5. Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally and externally.
6. Identify and manage escalations for successful resolution by driving internal and external team action items.
7. Develop strategic account plans for 100% consumption and areas of growth based on customer’s short, mid, and long-term goals.
8. Know the market and maintain a good knowledge of all key competitors.
9. Identify new use cases and new organizational contacts to expand on our customer’s realized value and organizational success.
10. Be responsible for renewal, health, and risk forecasting and reporting on your client portfolio.
11. May be required to support additional products/brands as needed.

Requirements:

1. Experience negotiating and closing customer contracts (renewals & expansion).
2. 8+ years history of success as a customer success manager, consultant, pre-sales, account management, technical account management, or equivalent.
3. Experience working with partners.
4. Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions.
5. Experience in Software and ideally in DevOps, Test Data Management, Agile, CI/CD, and/or Masking.
6. Must work within a team environment with sales, field services, and delivery teams.
7. Knowledge of customer success tools such as Gainsight and proficiency in creating PowerPoint presentations and ROIs.
8. At a minimum, must speak English and Italian. Preference is for additional languages.
9. 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!

Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

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