- Become a trusted advisor relationship for customers and develop plans with each customer for SaaS deployment, change management, and adoption as per the customer s business case and business strategy, allowing them to enjoy the full value of our SaaS solutions in a timely manner.
- Develop customer relationships with a Hybrid Touch approach to promote overall satisfaction, unit/dollar retention, and referenceable customers
- Maintain a deep understanding of the Infoblox product and speak with customers about the most relevant features/functionality for their specific business needs.
- Educate customers on best practices, product features, new releases, and upgrades
- Collaborate with Infoblox sales teams on account management reviews, recognizing new upsell and cross-sell opportunities in existing client portfolios, and engaging new customers
- Analyze customer s usage metrics to evaluate renewal probabilities and identify upsell and expansion opportunities
- Increase customer retention by communicating customer health metrics, product updates, and solution value, along with facilitating quarterly business reviews for adoption
- Partner with cross-functional internal teams (Sales, Renewals, Marketing, Product Management, Engineering)
- Demonstrate the value of SaaS solutions toward the renewal of customers/contracts, identify churn risk, and work proactively to eliminate that risk
- Use Salesforce or similar tools to document communication and build accurate customer health metrics and forecasting to maintain long-term account health and relationships
What you ll bring:
- 3+ years of experience in customer success management, a management role, or a customer-facing role
- Strong empathy for customers and a passion for customers success
- Medium-to-high level of technical networking background/understanding
- Familiarity with Gainsight and Salesforce is a plus
- Some experience with SaaS applications, deployments, and migrations to cloud services
- DNS, DHCP, and IPAM knowledge and experience
- Solid organizational, consulting, project management, and time management skills
- Fluent English, strong communication skills, and business aptitude
- Ability to communicate technical solutions in regular terms that internal teams and customers can understand
- Fresh ideas around product adoption and customer churn mitigation
- 3-year degree required, MBA a plus
What success looks like:
After six months, you will
- Complete your onboarding and have your own accounts
- Develop working relationships with the account teams and customer stakeholders
- Develop success plans with customers, actively work on the objectives, and demonstrate the value of Infoblox BloxOne solutions
After about a year, you will
- Identify upsell and cross-sell opportunities within your assigned accounts
- Actively contribute to the team in terms of best practices
- Contribute to process improvements