Customer Success Manager

Summary

As the leading provider of open source database solutions, Percona’s Customer Account Teams own and execute a portfolio of renewal contracts for Percona customers in an assigned territory. The Customer Success Manager will own their renewal pipelines, identify growth opportunities, negotiate contracts and work cross-functionally to ensure the customer’s success with Percona. We’re looking for a customer success manager with proven sales and account management experience to join our team. Our ideal candidate is someone who has proven experience in a software technology organization. You will be motivated by building strong customer relationships and driving growth within your account base through solutions selling. You love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back.

Responsibilities

• • Achieve monthly/quarterly/annual renewal and expansion targets
• • Ability to qualify and negotiate expansion opportunities within existing accounts.
• • Analyze customer engagement to form accurate forecasts, and to have complete visibility into renewal pipeline;
• • Identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
• • Lead and present at regular remote client meetings
• • Work cross-functionally with Customer Success and delivery teams through the customer lifecycle including customer touchpoints, account growth, and renewals, providing transparency and accountability
• • Understand a customer’s overall use of Percona’s products, services and drive adoption and success within your assigned customer base
• • Act as an internal advocate between customers and business functions (Sales, Marketing, Product and other teams within Global Services) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption.
• • Work as a critical part of a broader effort to drive customer engagement, programmatic customer adoption, retention and expansion results
• • Track and share customer feedback to appropriate teams on an ongoing basis

Desired Traits and Characteristics

• • Communication: You express ideas effectively, listen actively, and respond quickly to inquiries and requests from others
• • Collaboration: You interact with people effectively, cooperate & support group decisions
• • Adaptable: You embraces a global, multicultural environment, and adapt effectively to changing work environments and priorities
• • Accountability: You takes personal responsibility in the job, complete work as committed, and take ownership of productivity and results in a distributed environment
• • Positive attitude
• • Willingness to spend time learning and innovating
• • Constant desire to improve
• • Problem solver and independent thinker

Required Skills

• • Achievement of retention, growth, and profitability targetsUnderstanding of customer health, using data from various systems to present a holistic view of the customer experience
• • Strong understanding of customer success techniques and strategies
• • Excellent English written and verbal communication skills
• • Experience navigating complex work processes, tight timelines, and changing teams
• • Extremely detail-oriented, self-motivated, and organized
• • Knowledge of SalesforceKnowledge of marketing tools
• • Comfortable working from home or co-working office

• What Will Make You Stand Out:

  • • Experience in technology sales and account management within agile, quick-growth companies;
  • • Experience in Open-source software or database-specific companies;
  • • Solution selling mindset and experience;
  • • Strong relationship-building skills and customer-centric focus;
  • • Track record of overachievement.

Qualifications

• • 3+ years of Account Management/Sales/Customer Success experience required, preferably at a subscription-based or open-source software company

Additional Information and Instructions

About Percona

Percona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and Maria DB to open source users globally. Percona is remote-first and globally dispersed; in almost 50 countries. We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more. Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts. The Percona Support Team… Percona Support is a global, elite team of engineers who love getting to the bottom of weird and interesting database behaviour. We understand our customers’ business needs and the nuances of their technical environments. This allows us to help our customers see the big picture and identify opportunities to improve their overall database infrastructures.

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