Customer Success Manager

hace 2 semanas

Región Metropolitana, Chile Veritas Technologies A tiempo completo

16.04.2024

About VERITAS

Veritas solves what no one else can. With anindustry-leading product portfolio, we offer proven, modern, andintegrated technology that brings together availability, protection,and insights. Our Veritas Enterprise Data Services Platform addressescurrent and future data issues end-to-end - keeping mission-criticalworkloads highly available, protecting data everywhere, and providinginsights to optimize costs and maintain regulatoryreadiness.

Veritas Technologies is a leader in multi-cloud datamanagement. Over 80,000 customers—including 95% of the Fortune100—rely on us to help ensure the protection, recoverability, andcompliance of their data. We have a reputation for reliability atscale, which delivers the resilience our customers need against thedisruptions threatened by cyberattacks, like ransomware. No othervendor is able to match our ability to execute, with support for 800+data sources, 100+ operating systems, 1,400+ storage targets, and 60+clouds. Learn more at

Veritas Customer Success isresponsible for ensuring that Veritas’ customers are successfullyexceeding the value of their investment in Veritas solutions andcoordinating the company focus on the end-to-end customerrelationship. Customer Success includes customer support and care,professional and business critical services, and renewalsales.

Overview:
The Customer Success Manager (CSM) is asingle point of contact engaging with assigned customers to maximizevalue and create strategies to support customer objectives and desiredoutcomes. With knowledge of the products, the CMS works closely withassigned accounts to actively drive adoption and retention, as well asact as the voice of customers internally at Veritas.

A strongfocus on driving results, activities include a broad range of taskssuch as maintaining ongoing customer relationships and networking,implementing success programs, contributing to sales, onboarding,training clients, and minimizing churn.

Conduct regularcustomer-focused success plan business reviews, measuring performanceagainst pre-established business metrics.

KeyResponsibilities:

- Manage overall relationship with assignedcustomers, which includes onboarding, advocacy, growing adoption,ensuring retention, identifying expansion opportunities andrenewal.
- Creating customer success plans for assigned customersto capture customer’s business objectives, metrics to which theymeasure success, and defined milestones for completion.
- Engagewith Customer Success leadership to build out a repeatable customerjourney
- Build relationships with customers and remove roadblocksto maintain a positive customer experience.
- Develop and implementbest practices with customers in similar industries to improveefficiency and drive security, operational, and financialoutcomes.
- Meet regularly with customers to discuss currentproduct usage, identify opportunities to cross sell and upsell.
-Provide customer insights to key stakeholders including ProductManagement on innovation and continuous improvement on userexperience.
- Provide guidance on customer engagement processesthat ensure rapid adoption and usage.
- Develop, manage, andprovide proactive strategy planning with assigned customers to driveoperational improvements.
- Identify opportunities for customereducation, training on the use of, and benefits of our products.
-Partner closely with key internal stakeholders i.e., sales, renewals,technical support to ensure an exceptional customer experience.
-Develop and share best practices with team members to continuallyimprove the quality, effectiveness, and efficiency of ourprocesses.
- Baseline and maintain the customer environmentfootprint.
- Develop strategy to increase Veritas product usage andexpand Veritas footprint and evaluate the competitiveenvironment.
- Identify opportunities for reference accounts, andpass lead generation opportunities to sales account managers.
-Manage telemetry data when available to key internal/externalstakeholders.
- Adopt strategies for customer accountgrowth.

Qualifications:

- Data management Industryknowledge.
- At least 8 years’ experience within the informationtechnology industry with some experience in the softwareindustry.
- 5+ years of directly related experience as a CustomerSuccess Manager, Account Manager, or Consulting Services working withstrategic enterprise accounts.
- Knowledge of Veritas’ InformationManagement/VERITAS products and services preferred.
- Experiencewith Gainsight and Salesforce, or other similar systems.
-Demonstrable ability to work and excel in a fast-paced globalenvironment.
- Experience with customer success planning anddriving projects to completion.
- Understand the business model andhave experience delivering and implementing solutions forcustomers.
- Demonstrable experience with relationship building andability to build confidence and work with senior and executive leve #J-18808-Ljbffr

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