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Senior Customer Success Manager

Company: Infoblox
Location: Denver
Posted on: February 22, 2021

Job Description:

Customer Service Tacoma, Washington Denver, Colorado Dallas, Texas Phoenix, Arizona Utah, Utah Santa Clara, California Infoblox is seeking a Senior Customer Success Manager (CSM) to join our team in Tacoma, WA. In this role, you will onboard new accounts and assist customer representatives onto our SaaS based products and services. You will spur usage in the early and ongoing stages and build high customer satisfaction. You will work with your Account owners and the Sales Support team to proactively drive SaaS adoption. This position will be based in the U.S. (Tacoma, WA, or remote) and report to the Manager, Customer Success in Tacoma, WA. As a Senior Customer Success Manager, you will be measured by your ability to--onboard new customers and constituents,--improve customer retention, monitor and action improvements in customer health while promoting the rate of adoption and up-sell.--

As a creative, energetic, and self-driven professional, you understand the unique aspects of the SaaS customer and their business objectives. You endeavor to become a trusted partner allowing them to meet their business objectives with Infoblox products.--You will manage numerous customer contacts at different stages of the customer lifecycle. You also understand all Infoblox SaaS products in-depth and can communicate the value- add of our products to end users.

Responsibilities:

  • Develop a trusted advisor relationship with SaaS customers in the Americas such that all activities are closely aligned with the Customer's business case and business strategy, which will allow them to recognize the full value of Infoblox SaaS and legacy products and services
  • Foster a sense of urgency, professionalism, and execution that establishes a new level of expected customer service and performance
  • Partner with Sales and Professional Services to develop a plan for making Infoblox a part of each Customer's core architecture
  • Oversee post-sales activity for these customers through strong relationship-building, SaaS product knowledge, planning, and execution
  • Maintain a deep understanding of the Infoblox product and speak with customers about the most relevant features/functionality for their specific business needs
  • Function as the voice of the Customer and provide internal feedback on how Infoblox can better serve our business and commercial customers
  • Do whatever it takes to make Infoblox customers successful with Infoblox products
  • Develop plans with each Customer for SaaS deployment, change management, and adoption programs
  • Collaborate with Infoblox Sales Teams on account management reviews, recognizing new opportunities in existing client portfolios
  • Direct internal teams on improvement opportunities and influence the Infoblox organizations through the articulation of the Customer's shared goals and desired outcomes
  • Increase customer retention by conducting regular (monthly) Customer Health Metrics as part of the Infoblox Customer Health Model
  • Bring forward customer issues proactively for resolution and best-practice sharing amongst the team as a customer advocate
  • Integrate and adapt Infoblox processes and services with Customer processes to maximize efficiency and value and to identify opportunities for improvement
  • Chair regular quarterly status reviews collaboratively with Infoblox customers and technical resources; addressing technical needs & achievements and business outcomes and impacts
  • Track accounts to identify churn risk and work proactively to eliminate that risk
  • Work closely with Product and Engineering teams on identification and tracking of enhancement requests and bugs
  • Work closely with Sales and Service Engineers to resolve customer issues Requirements:
    • Minimum 8+ years of work experience, preferably in Customer Success Management, Account Management, or--customer-facing roles
    • Strong empathy for Customers AND a passion for the Customer's success
    • Familiarity with Totango, Salesforce, Gainsight, Oracle is a plus
    • Experience with SaaS applications, deployments, and migration to cloud services
    • DNS, DHCP, and IPAM experience
    • Experience with Cloud Service providers The ideal candidate will possess:
      • Excellent organizational, consulting, project management, and time management skills
      • Strong communication skills and business aptitude
      • Ability to communicate technical solutions provided by Engineering teams in a meaningful way for the benefit of internal teams and customer understanding
      • Self-motivated team player who has fresh ideas when it comes to SaaS user adoption and customer churn mitigation Education:
        • Bachelor's degree required, MBA is a plus
        • Work with a world-class Customer Success team in a rapidly growing company
        • A career path with opportunities to grow
        • Discretionary Paid Time Off policy to promote a healthy work/life balance
        • And many, many more perks It's an exciting time to be at Infoblox. We are the market leader in technology for network control. Our success depends on bright, energetic, talented people who share a passion for excellence in building the next generation of networking technologies-and having fun along the way. Infoblox offers a fast-paced, action-oriented environment. We promote a culture that embraces innovation, change, teamwork, and strong partnerships. Join the winning Infoblox team-our future looks bright, and so will yours. To check out what it's like to be a Bloxer, click--here . You have been redirected to a Infoblox job page

Keywords: Infoblox, Denver , Senior Customer Success Manager, Executive , Denver, Colorado

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