Customer Success Representative
2 weken geleden
About the Role
We are seeking a highly skilled Customer Development Representative to join our team at Infoblox. As a key member of our Customer Development team, you will play a critical role in driving sales and revenue growth by building strong relationships with our customers and identifying opportunities for expansion and upsell.
Key Responsibilities
- Analyze data collected during account reviews and meetings to create practical proposals for expansion, upsell, and refresh, ensuring customer satisfaction and surpassing monthly and annual sales targets
- Manage the timely generation of renewal quotes, validation, auditing, and comprehensive management of all aspects of maintenance and subscription renewals
- Facilitate relationships with clients, encouraging adoption of Infoblox products and retention, and aligning with customer goals to enhance organizational efficiency
- Develop a trusted advisor relationship with customers, identifying and addressing issues and ensuring quick resolution by leveraging cross-functional teams
- Collaborate with the Sales Account team to support accounts, identify opportunities for improving Infoblox services across functions, and develop upsell and cross-sell opportunities
- Use the RKO deck for a comprehensive assessment of customer needs, goals, and challenges, tailoring solutions to align with customer objectives
- Deliver RKO presentations to the technical buyer, exploring expansion opportunities, assessing technology refresh appetite, and validating the perceived value of purchases
- Foster a collaborative atmosphere between the field and customer development organizations while driving expansion and tech refresh initiatives in renewing accounts and optimizing field engagement
- Strive for a minimum In-Quarter Renewal Rate (IQRR) of 90%, enhancing customer intimacy and understanding to drive FY24 renewal bookings without extensive field engagement
- Target the eligible customer list provided to educate customers of impending EOL event and execute early refresh motions converting customers to the latest Infoblox platform prior to EOL date
Requirements
- 4+ years of work experience in customer success or account management
- 3+ years of service renewals experience with an emphasis on channel
- Expert working knowledge of the service business, including co-termination, service terms, and terms and conditions
- Experience working with both internal and external customers in a multi-tier channel environment
- Fluency in speaking Dutch and English
- Experience with SaaS applications, deployments, migration to cloud services and proficiency with Excel and Salesforce
- DNS, DHCP, and IPAM experience
- Excellent organizational, consulting, project management, and time management skills
- Fresh ideas about SaaS user adoption and customer churn mitigation
- Bachelor's degree preferred
What Success Looks Like
- After six months, you will be familiar with the Infoblox Product Suite, have built relationships internally, and identify and relay customer requests that align with the company's vision
- After about a year, you will collect and analyze customer data to optimize the customer's experience, increase customer loyalty and reduce churn, aggregate the underlying issues of the product/service, the desires of the customer, and the long-term vision of the company, forecast revenue on a monthly, quarterly, and annual basis, and demonstrate solid territory management through increased revenue delivery, on-time quotes and renewals, and strong relationships with account teams and partners
About Infoblox
We've created a culture that embraces and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment 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.
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