Customer Success Manager

Key Responsibilities:

• Drive technology adoption (features, use cases, capacity, product stack) by providing insights on usage maturity, best practices, diagnosing barriers, and solving for those barriers. Ultimate goal of driving expansion in the accounts.
• Understand customer’s business and technology goals and co-create success plans working with the customer. Conduct regular success plan reviews with customer. Success plans entail building a roadmap to help the customer become operationally more efficient with Acme technologies, upskilling customer’s level of expertise, and driving return on investment.
• Use data insights to track consumption/feature utilization/use cases, and make recommendations for increased adoption, up-sell & cross-sell
• Orchestrate the breadth of Acme resources (Delivery/Consulting, Support, Product Teams) to improve the customer’s experience with Acme technologies
• Monitor customer health and engage extended Acme teams to proactively create and execute “get well” plans, as needed
• Be advocate for your customers and drive customer feedback back into the Acme ecosystem   
• Identify and develop customer references
• Help drive customer satisfaction and Net Promoter Score

Qualifications

• 7-10 years of customer-facing experience role (Account Management, Systems Engineer, Customer Success, or Client Services) with positive customer references
• Technically oriented with strong understanding of Data Center technologies, particularly hyper-converged solutions/capabilities/use cases  and associated applications/workloads
• Relationship-oriented, credible customer leader with mid-senior level audiences
• Strong analytical skills and consultative skill set to analyze current usage, customer goals, and recommend actions that drive success for your customers
• Excellent written, verbal, presentation, and interpersonal communication skills
• Willingness to travel to build strong customer relationships
• BA/BS, advanced degree a plus