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Customer Success Manager

Company: Infoblox
Location: New York
Posted on: September 25, 2022

Job Description:

It's an exciting time to be at Infoblox.Named a Top 25 Cyber Security Company by The Software Report and one ofInc. magazine's Best Workplaces for 2020,Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies-and having fun along the way.We are looking for a Customer Success Manager to join our Federal team reporting to the Manager, Customer Success. In this role, you will act as a trusted advisor to Infoblox's Federal customers by encouraging customers to adopt, grow, and expand their use of Infoblox products. You will partner with customers to develop and execute success plans, improve customer retention, and monitor and action improvements in customer health while promoting the rate of adoption and up-sell. You will work with customers to remove organizational and technical barriers and identify opportunities to help customers expand their use of Infoblox products and services. You will act as the Infoblox liaison for your customers' technical inquiries, issues, or escalations and effectively communicate these to your Sales and Account teams.You're the ideal candidate if you have strong empathy for customers and a passion for the customer's success. You are a creative, energetic, and self-driven professional who understands the unique aspects of the SaaS customer and their business objectives and can manage numerous enterprise customer contacts at different stages of the customer lifecycle. What you'll do:

  • Develop a trusted advisor relationship with enterprise customers in the Public Sector, aligning activities with customers' business cases and strategies so they recognize the total value of Infoblox SaaS and legacy products and services
  • Fast track accounts to SaaS, convert traditional appliance-based grids to SaaS, improve customer retention, and monitor improvements in customer health while promoting the rate of adoption and up-sell
  • Develop plans with each customer for Solutions/SaaS deployment, change management, and adoption programs
  • Oversee post-sales activities for customers through strong relationship-building, networking, and SaaS product knowledge, planning, and execution
  • Function as the voice of the customer and provide internal feedback on how Infoblox can better serve our business and commercial customers
  • Collaborate with Infoblox sales teams on account management reviews, recognizing and developing new opportunities in existing client portfolios
  • Direct internal teams on improvement opportunities by articulating customers' shared goals and desired outcomes
  • Increase customer retention by conducting regular, monthly customer health metrics as part of the Infoblox Customer Health ModelWhat you'll bring:
    • 10+ years of work experience, preferably in customer success management, account management, solution sales, or customer-facing roles
    • Networking and/or cybersecurity background and experience with Cloud Service providers
    • Familiarity with Totango, Salesforce, Gainsight, Oracle is a plus
    • Experience with SaaS applications, deployments, and migration to cloud services
    • DNS, DHCP, and IPAM experience
    • Excellent organizational, consulting, project management, and time management skills
    • Ability to communicate technical solutions provided by engineering teams in a clear, easy-to-understand way
    • Fresh ideas about SaaS user adoption and customer churn mitigation
    • Ability to identify key stakeholders and develop trusted relationships with multiple roles within the customer base
    • Successful experience in managing global enterprise customers
    • Bachelor's degree required, MBA is a plus What success looks like:After six months, you will---
      • Be the trusted Customer Success advisor to some of our most strategic customers
      • Be proficient with our solutions to help customers on their journey
      • Develop strong relationships with cross-functional business partnersAfter about a year, you will---
        • Be a senior role model on the team and help develop talent
        • Be the team SME on our solutions
        • Help drive more efficiencies with our customer engagements with best practices and client feedback We've got you covered:Our holisticpackage includes coverage of your health, wealth, and wellness-as well as a great work environment, employee programs, and company culture.We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live ourevery day-we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.Speaking of a great work environment, here are just a few of the perks you may enjoy, depending on your location---
          • Onsite massages, clubs, farmers market, and fitness classes
          • Delicious and healthy snacks and beverages
          • Electric vehicle charging stations
          • Outdoor amenities, seating, and courtyard BBQ
          • Dog park and pet-friendly programs
          • Newly remodeled offices with state-of-the-art amenities Why Infoblox?We've created a culture that embracesand rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportiveenvironment that focuses on continuous learning and embraces change. So, whether you're a software engineer, marketing manager, customer care pro, or product specialist, you belong here,where you will have the opportunity to grow and develop your career.Check out. We think you'll be excited to join our team.#LI - Remote#LI - HH1

Keywords: Infoblox, New York , Customer Success Manager, Executive , New York, New York

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