Strategic Customer Success Manager
Remote, USA
Operations – Customer Success Management /
Full-Time /
Remote
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With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce.
Position Summary:
We are seeking a highly motivated and experienced Strategic Customer Success Manager to manage high-touch relationships with our most important enterprise customers. This individual will serve as a trusted advisor, driving engagement, retention, and growth across multiple testing products, including BlazeMeter and Perfecto.
The Strategic CSM will work closely with Account Executives to align on account strategies, ensure a seamless customer experience, and promote long-term partnerships. This role will require occasional onsite visits to deepen relationships and can converse effectively with technical customers, economic buyers, internal teams, procurement and executives. You are able to establish yourself as a trusted advisor with any level of resources.
Responsibilities:
- Manage a portfolio of high-value enterprise accounts, ensuring consistent and personalized support across BlazeMeter, Perfecto, and other relevant products
- Organize and lead onsite visits to build stronger relationships at both executive and practitioner levels across multiple teams and departments
- Drive expansion and renewal efforts by reinforcing product value, monitoring account health, and forecasting risk.
- Facilitate executive-level engagements such as value assessment and realization, product strategy, business reviews and long-term goal alignment
- Develop strategic account plans for 100% consumption and areas of growth based on customer’s short, mid and long-term goals
- Partner with the Account Team (Regional Sales Managers, Solutions Engineers and Professional Services) to find opportunities for expanded usage of the Product.
- Act as the liaison for technical inquiries, issues or escalations. This will include working with Support, Product Management (i.e. roadmaps), Engineering or others as needed.
- Ensure client reference ability to support the Sales organization in expansions and closing processes
- Track and report on customer KPIs and success metrics to ensure alignment with business objectives
- Stay current on industry trends and competitors, with a strong preference for knowledge in DevOps and Continuous Testing
Requirements:
- Bachelor’s degree in Computer Science or related field
- 7+ years of experience in account management/customer success in a software company
- Proven track record of managing large, complex enterprise accounts
- Strong interpersonal and communication skills, with the ability to engage both executive and technical stakeholders
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Experience negotiating and closing customer contracts (renewals & expansion)
- History of success as a customer success manager, consultant, pre-sales, account management, technical account management or equivalent
- Strong understanding of DevOps, APIs and Testing is a must
- Must work within a team environment with sales, field services and delivery teams
- Knowledge of customer success tools such as Gainsight and efficient in creating powerpoint presentations
- Willingness to travel for onsite customer visits as needed
$80,000 - $120,000 a year
Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time.
Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.
If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!
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