Principal Customer Success Manager

About VERITAS

Veritas Technologies solves what no one else can. As the leader in secure multi-cloud data management, over 80,000 customers – including 91% of the Fortune 100 – rely on Veritas to help ensure the protection, recoverability, and compliance of their data.

Veritas has a reputation for reliability at scale, which delivers the resilience its customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match Veritas’ ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets and 60+ clouds through a single, unified approach. Powered by Cloud Scale Technology, Veritas is delivering today on its strategy for Autonomous Data Management that reduces operational overhead while delivering greater value. Learn more at Veritas.com.

Veritas’ Customer Success Organization is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. The team includes Customer Success Management, Business Critical Services, Global Customer Support, Global Technical Enablement, and Licensing Services.

Responsibilities:

• Manage overall relationship with assigned customers, which includes onboarding, advocacy, promoting Veritas products adoption and consumption, ensuring retention, and identifying expansion opportunities.

• Develop and manage success plans to capture customer’s business objectives, success metrics, and milestones.

• Develop an understanding of baseline product deployment and leverage internal tools (e.g., telemetry) to monitor product usage and expansion.

• Engage with Customer Success leadership to build out a repeatable customer journey.

• Build relationships with customers and remove roadblocks to maintain a positive customer experience.

• Develop and share best practices with customers in similar industries to improve efficiency and drive security, operational, and financial outcomes.

• Provide customer insights to key stakeholders including Product Management on innovation and continuous improvement on user experience.

• Provide guidance on customer engagement processes that ensure rapid adoption and usage.

• Develop, manage, and provide proactive strategy planning with assigned customers to drive operational improvements.

• Position and coordinate the delivery of Customer Success valued services.

• Partner with assigned customers to identify Veritas education opportunities that enable increased product knowledge and utilization.

• Partner with key internal stakeholders (i.e., sales, renewals, technical support, and professional services) to promote customer’s positive outcomes, and increased realized value. Includes providing resolution oversight for customer’s critical issues and as needed engaging internal partners to address issues and technical escalations.

• Coordinate and lead customer business review meetings - include a review of the Veritas and Customer Success delivered value, support case review and issues trending, education opportunities, product alerts, product End-of-Life (EOL), etc.

• Assist renewal partners in driving on-time entitlement renewals. As needed, engage with the internal stakeholders to address product and services renewal risks.

• Document customer success stories, identify opportunities for reference accounts, and pass lead generation opportunities to sales partners.

• Evangelize Customer Success Services with sales partners and provide assistance in the positioning, promoting, and securing new business opportunities.

• Facilitate distribution of information provided by the Customer Care organization including license key maintenance and distribution, and product media distribution.

• Engage in Customer Success Services related projects and initiatives.

Qualifications:

• 8+ years of directly related experience as a Customer Success Manager, Account Manager, or Consulting Services working with strategic enterprise accounts in a SaaS environment.

• Data management Industry knowledge strongly preferred with knowledge of Veritas’ products and services ideal.

• Strong communication skills with proven success delivering verbal and written communications with excellent presentation and facilitation skills.

• Demonstrable experience with relationship building and ability to build confidence and work with senior and executive level customer contacts.

• Understand the business model and have experience delivering and implementing solutions for customers.

• Ability to build credibility and trust by understanding and addressing customer requirements.

• Excellent multitasking, organizational and project management skills.

• Experience with customer success planning and driving projects to completion.

• Demonstrable ability to work and excel in a fast-paced global environment.

• Willingness to apply a flexible working schedule in support of customer requirements.

• Willingness to travel to customer and Veritas locations as required, up to 25%.

• Accountable for decisions and commitments and works within the governance requirements of Veritas.

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVeritas!