Customer Success Specialist

4 weeks ago


Thiruvananthapuram, Kerala, India Infoblox Full time

About the Role

We are seeking a skilled Customer Development Representative to join our team at Infoblox. As a key member of our Customer Development team, you will work closely with Sales, Order Management, Legal, Finance, Technical Support, Channel partners, and customers to drive the sale and closure of maintenance and subscription renewals.

Key Responsibilities

  • Analyze data collected during account reviews and meetings to create practical proposals and ensure customer satisfaction
  • Manage the timely generation of renewal quotes, validation, audits, and all other aspects of maintenance and subscription renewals
  • Facilitate relationships with clients, encouraging adoption and retention of Infoblox products and aligning with customer goals to enhance organizational efficiency
  • Partner with internal teams such as Customer Support, IT, and Order Management for any data correction or error fixes
  • Develop a trusted advisor relationship with customers, identifying and addressing issues and ensuring quick resolution by leveraging cross-functional teams
  • Collaborate with the Sales Account team to support accounts, identifying opportunities for improving Infoblox services across functions and developing upsell and cross-sell opportunities
  • Assess customer needs, goals, and challenges, tailoring solutions to align with customer objectives
  • Perform in-depth account analysis, preparing and conducting REVIVE sessions with the Account team to identify areas for expansion, upsell, and refresh
  • Deliver RKO presentations to the technical buyer, exploring expansion opportunities, assessing technology refresh appetite, and validating the perceived value of purchases
  • Strive for a minimum in-quarter renewal rate (IQRR) of 90%, enhancing customer intimacy and understanding to drive renewal bookings without extensive field engagement

Requirements

  • Minimum two years of experience in customer service industry supporting U.S./U.K. customers
  • Excellent verbal and written communication skills
  • Expert working knowledge of the service business
  • Experience working with both internal and external customers in a multi-tier channel environment
  • Proficiency with Microsoft office suite, especially on Excel
  • Excellent organizational and time management skills
  • Self-motivated team player with fresh and innovative ideas
  • Bachelor's degree preferred

What Success Looks Like

  • After six months, you will be familiar with the Infoblox Product Suite, have built relationships internally, and identify and relay customer requests that align with the company's vision
  • After about a year, you will collect and analyze customer data to optimize the customer's experience, increase customer loyalty and reduce churn, aggregate the underlying issues of the product/service, the desires of the customer, and the long-term vision of the company, and demonstrate excellent territory management through increased revenue delivery, on-time quotes and renewals, and strong relationships with Account teams and partners

We've Got You Covered

Our holistic package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our daily—we believe in transparency, curiosity, respect, and, above all, having fun while delighting our customers.

Why Infoblox?

We've created a culture that embraces and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you're a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you can grow and develop your career.



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