Customer Success Manager (Remote)

The exponential growth of data and the resources needed to manage it is one of the most pressing issues facing business today. And it’s not just the amount of data. It’s where it lives and how it travels between private clouds, public clouds and back to on premises. In these increasingly complex IT environments, it’s important to focus on what’s constant: the data.

Every one of our information management solutions – from business continuity to back up and recovery to software defined storage and information governance – is designed around the principle that information is more important than infrastructure.

Business Critical Services (BCS) organization provides proactive services and enhanced support to our premier customers. This level of service is designed for multinational enterprises that require uninterrupted availability to data and applications on a 24x7x365 basis. Any disturbance in productivity experienced by a Business Critical customer results in immediate and measurable consequences. The BCS infrastructure allows these enterprises to experience the full availability of data and systems their business practices demand.

The BCS team, part of the Global Customer Success Organization, is responsible for delivery of the highest level of service and support available to End User customers.

The organization provides multiple proactive features and benefits for our premium customers today and strives to develop additional services for the future. The BCS organization works consistently to impart further value to this pivotal group of customers and maximize customer satisfaction.

The Sr Princ Customer Success Manager is a key position within the Business Critical Services (BCS) organization. The CSM is responsible for ensuring our customers receive the highest level of technical support resulting in positive support experiences and a realized return on their investment in our products and services. The BCAM serves as the customer’s primary contact for delivery of our BCS services and is available to their assigned BCS customers 24/7/365. The BCAM is extension of the account team (Sales Account Manager and Systems Engineer) and is accountable for ensuring successful delivery of our defined proactive and reactive services as well as driving critical issue escalations.

Responsibilities:

• Develop and maintain strong relationships with assigned customers (e. g., technical, management and executive), ensuring positive support experiences and a realized return on their products and services investment
• Deliver customer success services to our BCS customers located in the Gulf region
• Drive product adoption and enable customers to achieve their goals/outcomes through the effective use of our technology and services
• Understand and articulate customers business (e. g., business objectives and business challenges) and the impact products and services have on their business
• Maintain customer satisfaction to the highest levels by driving expedited resolution for critical issues and technical escalations
• Develop and manage partnering relationships with personnel in all functional areas
• Anticipate and react to BCS service delivery concerns within assigned customers
• Engage and coordinate internal and external resources as needed for driving expedited critical issue resolution
• Partner with BCS teammates in the development and delivery of customer facing value deliverables
• Create and maintain customer account plan, including delivered value, planned goals and initiatives as well as customer contacts, product information, case totals, etc.
• Coordinate and lead business review meetings, summarizing customer’s support trending, high level project updates, high impact incidents, and product end-of-support life management
• Drive BCS contract renewals and identify potential product and service upsell opportunities
• Evangelize BCS products and services and promote product adoption and product expansion
• Document customer success stories and customer references
• Facilitate distribution of information provided by the Customer Care organization and other internal partners

Experience:

• Proven years of experience within the information technology industry with some experience in the software industry
• Strong large account management experience (Fortune 500, Global 2000) or equivalent
• Strong years of experience within Technical Support/Field Services/ Sales organizations
• Proven success interfacing at all level levels within large organizations, including technical, management, and executive
• Proven problem analysis and solving kills
• Proven success in developing and delivering oral and written communications
• Outstanding organizational skills
• Excellent customer presentation skills
• Experienced success planning and driving projects to completion and teaming across multiple organizations as needed
• Proven relationship-building skills and ability to build confidence at a senior level
• Accountable for decisions and commitments, works within the governance requirements
• Proven success in delivering support service resulting in positive experiences and realized ROI
• Knowledge of Information Management products and services preferred
• Assigned customers will primarily be in Saudi, Qatar, Kuwait and UAE – flexibility on work week is expected
• Accustomed to working in an on-call 24×7 role
• Ability to work structured and independently in a remote managed position
• Experience with the delivery of Premium Services in IT industry will be preferred
• Fluent in English. Arabic and other languages at the business level is preferred