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Cloud Customer Success Manager - APJ working hours

Dell EMC
Cairo, Egypt
Posted 4 years ago
43People have clicked1 open position
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Job Details

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Job Description

Customer Value Realization

  • Primary responsibility for understanding customer’s project roadmap and desired use cases, becoming a trusted advisor to assist them realizing their cloud strategy including challenging customers to think in new and creative ways that enable them to maximize service value.
  • Manage assigned customers and serve as the first line of contact, post-sales and prior to production.
  • Proactively Identify risks to the customer achieving their stated business goals and work with cross functional teams (Support, Product Management and Engineering) to build a risk mitigation plan.

Customer Champion and Advocate

  • Ensure customers’ needs and challenges are communicated and understood by Executives and functional teams.
  • Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders
  • Anticipate future customer needs and proactively reach out to resources at VMware to address them

Health Monitoring

  • Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.
  • Create a Customer Success Plan that tracks milestones and measure progress against the same
  • Proactively take actions for customers below threshold health score
  • Leverage service feature and consumption analytics to identifying predictive indicators of churn and take mitigating actions
  • Conduct regular customer touchpoints and quarter business reviews to measure customer satisfaction and service consumption levels
  • Monitor Customer Health Score in CS platform

Adoption and Customer Retention

  • Share customer feedback with Product Management and Engineering for service feature development
  • Gather case studies and identify customers who can be converted into a reference for the service.
  • Proactively review customer consumption and billing to help customers optimize their SaaS investment
  • Partner with Sales to identify cross sell leads for customers who may benefit from additional services.
  • Drive organic growth and expansion within assigned accounts and provide Sales with upsell opportunities
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.

Job Requirements

  • Demonstrated track record of successfully managing complex customer relationships preferable in cloud / SaaS company
  • Excellent communication skills, including with internal and external stakeholders and all levels of management.
  • Proven record of driving issues to resolution with great customer satisfaction
  • Ability to manage multiple customer accounts, projects and deadlines simultaneously
  • Strong interpersonal relationship building skills
  • Willing to be a hands-on contributor and a proactive team player
  • Ambitious and driven, thriving in a demanding and fast-paced environment
  • 5+ years of customer success experience preferably in SaaS organization.
  • Small amount of travel will be required

Preferred Skills

  • Fluent in English

Flexibility in working hours will be required as this role will support Australia / New Zealand time zone

  • Experience in change management, decision making, planning, and process improvement/business transformation.
  • Conversant with AWS services
  • Previous experience using Salesforce and Gainsight platforms
  • Proficient building professional presentation using PowerPoint

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