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

Health Monitoring

  • 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.

Basic requirements:

  • 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

Preferred Skills

  • 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