As a Customer Success Manager (CSM) at Infoblox, you will work with new and existing business and enterprise customers to ensure that they are successful and delighted by Infoblox.
You will have the opportunity to work as an integrated extension of our clients' organizations to deliver continuous transformation and uninterrupted operational excellence.
As the CSM, it is your responsibility to successfully onboard new accounts onto our SaaS platform, promote usage in the early and ongoing stages, and build high customer satisfaction.
You will work with your assigned accounts and the sales team proactively to drive SaaS adoption, as well as act as the voice of your customers internally at Infoblox.
This role is based in Spain, together with our other EMEA CSMs, and requires a German / English-speaking candidate to focus on the growing DACH market.
Strategic Responsibilities :
Develop a trusted advisor relationship with customers such that all activities are closely aligned with the customer's business case and business strategy.
This will allow them to recognize the full value of Infoblox SaaS and legacy products and services
Foster a sense of urgency, professionalism, and execution that establishes a new level of expected customer service performance
Partner with Sales and Professional Services to develop a plan for making Infoblox a part of each customer's core architecture
Oversee post-sales activity for Infoblox top business and commercial customers through strong relationship-building, SaaS product knowledge, planning, and execution
Be able to identify upsell and cross-sell opportunities
Maintain a deep understanding of the Infoblox product and speak with customers about the most relevant features / functionality for their specific business needs
Function as the voice of the customer and provide internal feedback on how Infoblox can better serve our business and commercial customers
Do whatever it takes to make Infoblox customers successful with Infoblox products
Tactical Responsibilities :
Develop plans with each customer for SaaS deployment, change management, and adoption programs
Collaborate with Infoblox Sales Teams on account management reviews, recognizing new opportunities in existing client portfolios and engaging new customers
Direct internal teams on improvement opportunities and influence the Infoblox organizations through the articulation of Infoblox / Customer shared goals and desired outcomes
Increase customer retention by conducting regular (monthly) Customer Health Metrics as part of the Infoblox Customer Health Model along with facilitating Quarter Business Reviews for adoption
Bring forward customer issues proactively for resolution and best-practice sharing amongst the team as a customer advocate
Integrate and adapt Infoblox processes and services with Customer processes to maximize efficiency and value and to identify opportunities for improvement
Chair regular quarterly status reviews collaboratively with Infoblox customers and technical resources; addressing technical needs & achievements and business outcomes and impacts
Track accounts to identify churn risk and work proactively to eliminate that risk
Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
Work closely with sales and service engineers to resolve customer issues
Demonstrate the value of SaaS solutions towards the renewals of customers / contracts
3+ years of work experience, preferably in Customer Success Management, Account Management, or Customer Facing roles
Fluently speaking German and English
Medium to High level of technical networking background / understanding
Strong empathy for customers AND a passion for Customer's success
Familiarity with Totango, Salesforce, Gainsight, Oracle is a plus
Experience with SaaS applications, deployments, and migration to cloud services
DNS, DHCP, and IPAM experience
Experience with Cloud Service providers
Excellent organizational, consulting, project management, and time management skills
Strong communication skills and business aptitude
Ability to communicate technical solutions provided by engineering teams in a meaningful way for the benefit of internal teams and customer understanding
Self-motivated team player who has fresh ideas when it comes to SaaS user adoption and customer churn mitigation
4-year degree required, MBA a plus
It's an exciting time to be at Infoblox. We are the market leader in technology for network control. Our success depends on bright, energetic, talented people who share a passion for excellence in building the next generation of networking technologies and having fun along the way.
Infoblox offers a fast-paced, action-oriented environment. We promote a culture that embraces innovation, change, teamwork, and strong partnerships.
Join the winning Infoblox team our future looks bright, and so will yours.