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Customer Success Manager – VCS

Customer Success Manager – VCS
by Admin on 04-13-2022 at 3:54 pm

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Perforce develops DevOps tools that improve software quality and security as well as team productivity for several of the world’s leading companies, such as PIXAR, CD Projekt Red, NASA, Verizon, Honda, NVIDIA.

Position Summary:As a member of the Customer Success Management team, the Customer Success Manager will serve as the primary point of contact for a defined customer base and will proactively work with those accounts to ensure customer satisfaction.  Primary responsibility will be for developing strong customer relationships and identifying and delivering client-focused solutions to meet the customer needs. The Customer Success Manager will also focus on improving customer loyalty through responsive, positive, and proactive account interaction.

Customer Success Managers will partner with Account Executives to build the overall customer relationship, including identifying additional solution sales. This position will work closely with all internal departments for account maintenance and will help identify and drive up-sell and cross sell activities.

Additional responsibilities for this role will include working with accounts to renew contracts, participate in the customer reference program, develop migration plans and identify additional service needs.

Helix Core is the best version control software (VCS) for world-class development at scale. It securely versions all digital content — even large files — in a single repository. And it scales for large teams, handles 1000s of daily transactions, and delivers files quickly to remote users (even if they’re using Git).

Responsibilities:

  • Develop trusted advisor relationships with named accounts and customer stakeholders.
  • Serve as the focal point for named accounts by establishing and driving a high-level account plan to positive customer outcomes.
  • Conduct and lead scheduled business review sessions with key customer stakeholders.
  • Advocate for your customers, while managing expectations and communications.
  • Provide regular updates to both customer and internal stakeholders on overall account health and activities.
  • Provide consultative guidance to customers that ensure delivery of our solutions according to customer needs and objectives.
  • Renew customer contracts to meet and exceed corporate goals.
  • Prepare quotes and legal documents for approval by applicable manager.
  • Customer Success Managers may be called upon at times to mange and oversee short-term high-profile situations related to customer satisfaction and Perforce solution performance.
  • Cultivate new business opportunities by diagnosing needs, presenting solutions, and addressing customer concerns.
  • Support the Sales Account Executive in expanding client relationship by identifying and pursuing up sell and cross sell opportunities.
  • Demonstrate strong negotiation skills by effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties.
  • Collaborate with internal stakeholders on opportunities to optimize product offerings.
  • Develop reference accounts within the assigned customer base.
  • Assist to resolve and help eliminate account receivable issues.
  • Understand company sales processes and utilize sales automation system(s).
  • Monitor, follow up, and report on competitive activities, market conditions and opportunities.
  • Participates in preparation and recruitment for User Conference(s).
Requirements:
  • Bachelor Degree in Business or related field or equivalent work experience.
  • 1-3 years’ experience in SaaS software implementation, Customer Success/Account Management, support, sales or related experience
  • Proven ability to develop and maintain effective internal and external business relationships.
  • Experienced in identifying and delivering client-focused solutions to meet customer needs.
  • Proven ability to communicate, present and influence customer stakeholders.
  • Experience understanding and navigating through complex organizations and portfolios.
  • Experienced working with complex software solutions in a subscription service model preferred.
  • Solid project management skills and an ability to multitask.
  • Proven ability to operate in cross-functional collaborative environments.
  • Excellent oral and written communication and strong interpersonal skills both in virtual and in-person environments.
  • A passion for technology with proven technical aptitude.
  • Ability to use and learn new complex systems, technologies, and applications.
  • Working experience with software including: Word, Excel, Project, Outlook, PowerPoint, NetSuite, Sales Force.com, etc.
  • Demonstrated ability to take the initiative and work in a self-directed manner.
  • Ability to thrive in a changing environment. Comfortable with ambiguity and rapidly evolving domain.
  • Experience and understanding of contracts.
  • Knowledge of Dev OP’s Fundamentals preferred.
  • Prior experience and knowledge of SDLC (software development life cycle) preferred.
  • Up to 30% travel required.
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