Senior Customer Success Manager

2 weeks ago

Raleigh, United States Druva Full time
**If you're interested in joining the Druva family in a future Customer Success role in Raleigh, please join our talent community. Submit your resume below, and a recruiter will review and reach out when we have an opportunity arise that matches your skillset & interests. This post is not in reference to a currently open position, but rather in anticipation of future business need.**

Druva enables cyber, data and operational resilience for every organization with the Data Resiliency Cloud, the industry's first and only at scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. Druva pioneered a SaaS-based approach to eliminate complex infrastructure and related management costs, and deliver data resilience via a single platform spanning multiple geographies and clouds. Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud.

Visit druva.com and follow us on LinkedIn, Twitter and Facebook.

What we would be looking for in the future when a Sr. CSM position opens up:

About the Role

Are you a strategic thinker, a tech-whizz, and a relationship-building master? Do you find thrills in growing and retaining accounts, enhancing customer experiences, and influencing product direction? If you're nodding along, we have the perfect position for you. We're searching for a Customer Success Manager eager to dive into the complexities of our customers' needs. You will be responsible for ensuring the success of some of Druva's largest Enterprise customers, managing all of their post-sale experiences - satisfaction, health, retention and growth.

About Your Team

Join our Global Customer Services (GCS) team - a close-knit group of Customer Success Managers, Technical Support Agents, Professional Services Consultants, and Customer Operations pros. We work together to help our customers adopt Druva - the most reliable data protection service in the world

Your Mission at Druva

As a Customer Success Manager, your mission is to ensure the success of our customers by navigating the intersection of technology, customer relationships, and business strategy. Use your technical expertise, outstanding communication skills, and commercial savvy to drive customer satisfaction and net retention.

Key Responsibilities
  • Champion our customers; advocate within Druva to ensure the customer's satisfaction with our services.
  • Maintain a deep understanding of Druva's solutions and present the most relevant features/functionality to your customers for their specific business needs and account health; identify and mitigate risk in customer accounts
  • Collaborate with your account team throughout the customer life cycle to help plan and execute account strategies to facilitate retention and growth via product and new business unit expansion
  • Meet and exceed goals for Druva KPIs (adoption, retention and health) as they relate to the Global Customer Success strategy.
  • Cultivate enduring relationships with key stakeholders both at customers and within Druva; this is a cross functional role - you will work closely with Sales, Product, Professional Services, Customer Support and other teams to close the feedback loop on customer needs.
  • Conduct proactive technical reviews of customer infrastructure to make recommendations that will help customers to optimize their environment and get the most value from their purchase.
  • React to account health metrics indicators and provide analysis and feedback to customers for account optimization
  • Manage customer feedback around product needs by providing feature requests to internal partner teams and managing customer expectations.
Tools and Skills We Look For

Technical Proficiencies

Understanding of Enterprise SaaS business motions and customer lifecycle; strong understanding of data centers, backup/restore/DR and cybersecurity knowledge a plus
    • Cloud Technologies: Familiarity with platforms like AWS (EC2, S3, EBS, RDS) is beneficial; certifications are a bonus.
    • Virtualization Platforms: Understanding of virtualization and cloud computing with VMWare, Hypervisors, Azure, etc.
    • Software Proficiencies: Proficiency in troubleshooting tools to decipher network and system puzzles will be valued. A basic understanding of storage and backup solutions is crucial.
    • Cybersecurity Knowledge: Familiarity with principles of cybersecurity, EDR, Anti-Virus, and Web Gateway is advantageous.
    • Operating Systems & Services: A working knowledge of M365, Active Directory, and other Windows-based services.
    • Methodologies: Familiarity with the ITIL methodology is beneficial.
Non-Technical Skills:
  • Analytical Thinking & Communication: Ability to decipher customers' needs and articulate complex ideas effectively.
  • Relationship Management: Expertise in establishing robust alliances internally and externally.
  • Adaptability: Resilience and flexibility to thrive in a dynamic landscape
  • Organizational Skills: Capable of prioritizing multiple tasks without losing sight of the finer details.
  • Cross-Functional Collaboration: Proven track record of fostering collaboration and managing successful projects.

We value curiosity, the love for learning, and excellent problem-solving skills - we understand that no one is perfect. We prioritize a growth mindset and provide the necessary training and support for your development in this role.

Cultural and Attitudinal Fit

We seek individuals who align with Druva's culture and exhibit traits such as energy, enthusiasm, integrity, trustworthiness, continuous learning, collaborative spirit, a customer-first attitude, and excellent communication and interpersonal skills. Experience in SaaS and understanding the fast-paced nature of the cloud industry is beneficial.

At Druva, Diversity Matters

We believe that a diverse and inclusive team is the key to innovation and success. Therefore, during the interview process, we look forward to not only assessing your skills and experience but also understanding your values, work styles, and what you can contribute to our diverse team.

This post is not in reference to a currently open position. However, if this position were to open, it would align with the compensation information below.

The pay range for this position is expected to be between $107,000 and $149,667/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other incentive compensation opportunities in the form of discretionary annual bonus or commissions, and equity. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

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