Customer Success Manager
4 days ago
Global Customer Services
team to help our customers adopt Druva and create the most reliable data protection service in the world. The GCS team at Druva helps customers solve real, technical problems while retaining and expanding the revenue streams that help the company invest in the future of our cloud-based services for companies around the world. We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is a prerequisite to achieving and surpassing our commercial goals.Customer Success ManagerYou will be responsible for ensuring the success of Druva’s core Mid-market and SMB customers. You will bring great organizational skills, product knowledge and project management, as well as a high degree of empathy to ensure the customer’s satisfaction with Druva’s services.You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You'll be expected to meet and exceed the goal for net retention (both retention and expansion). You'll do this while tracking, analyzing and communicating key metrics and business trends (such as deployment, adoption and business reviews) as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.Key
Responsibilities:Advocate for and represent the voice of the customer internallyDo technical reviews of customer infrastructure and make recommendations those will help customer to use our products optimallyWork with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansionManage the proactive customer life cycle leading to high rate of renewal and growthDevelop and maintain long-term relationships with stakeholders in your account portfolioIdentify and mitigate risk in customer accountsWork cross-functionally with Professional Services, Product, Support, Marketing and other teams to resolve customer business issues and work towards their stated goalsManage customer feedback and product needs by providing feature requests to internal partner teamsMust-Have Skills
:Proven track record of meeting and exceeding targetsUnderstanding of Enterprise SaaS business motions and customer lifecycleProven ability to develop working relationships at all levels of management, both inside your company and within your customer accountsExperience with sales, project management, account portfolio planning and prioritizationAbility to prioritize, multi-task, and perform effectively under pressure.Excellent written and spoken communication skillsPossess top-notch organizational and analytical skills, especially with Salesforce/Gainsight knowledgeUnderstanding of virtualization and cloud computing (Hypervisors, VMware, Xen)Track record of successful planning and execution of Executive Business ReviewsExperience with migration between on-premise and cloud platformExperience with System Administration with Linux (Ubuntu, CentOS, RedHat), Microsoft Office, Microsoft 365, Google WorkspacesExperience in generating expansion opportunity and securing references from your portfolio will be a great advantageQualification:Bachelor’s degree4+ years of experience in a Customer Success/Account Management role servicing enterprise account
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