Dell Customer Success Manager in Cairo, Egypt
Why Work at Dell?
Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.
Customer Value Realization
Primary responsibility for understanding customer’s project roadmap and desired use cases, becoming a trusted advisor to assist them realizing their cloud strategy including challenging customers to think in new and creative ways that enable them to maximize service value.
Manage assigned customers and serve as the first line of contact, post-sales and prior to production.
Proactively Identify risks to the customer achieving their stated business goals and work with cross functional teams (Support, Product Management and Engineering) to build a risk mitigation plan.
Customer Champion and Advocate
Ensure customers’ needs and challenges are communicated and understood by Executives and functional teams.
Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders
Anticipate future customer needs and proactively reach out to resources at VMware to address them
Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.
Create a Customer Success Plan that tracks milestones and measure progress against the same
Proactively take actions for customers below threshold health score
Leverage service feature and consumption analytics to identifying predictive indicators of churn and take mitigating actions
Conduct regular customer touchpoints and quarter business reviews to measure customer satisfaction and service consumption levels
Monitor Customer Health Score in CS platform
Adoption and Customer Retention
Share customer feedback with Product Management and Engineering for service feature development
Gather case studies and identify customers who can be converted into a reference for the service.
Proactively review customer consumption and billing to help customers optimize their SaaS investment
*Partner with Sales to identify cross sell leads for customers who may benefit from additional services.
Drive organic growth and expansion within assigned accounts and provide Sales with upsell opportunities
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Demonstrated track record of successfully managing complex customer relationships preferable in cloud / SaaS company
Excellent communication skills, including with internal and external stakeholders and all levels of management.
Proven record of driving issues to resolution with great customer satisfaction
Ability to manage multiple customer accounts, projects and deadlines simultaneously
Strong interpersonal relationship building skills
Willing to be a hands-on contributor and a proactive team player
Ambitious and driven, thriving in a demanding and fast-paced environment
5+ years of customer success experience preferably in SaaS organization.
4-year degree required
Ability to travel up to 30% as needed
Experience in change management, decision making, planning, and process improvement/business transformation.
Conversant with AWS services
Previous experience using Salesforce and Gainsight platforms
Proficient building professional presentation using PowerPoint