Infoblox is seeking for a Customer Success Specialist (OFF Role) to join our Customer Success Team in Trivandrum. This person will report to Customer Success Manager.
A Customer Success Specialist (CSS) at Infoblox helps maintain high levels of satisfaction and engagement among our customer base.
In this role, you will work with new and existing business and SMB customers to ensure that they are successful with and delighted by Infoblox products.
Our highly skilled Success Specialists work as an integrated extension of our clients’ organizations to deliver continuous transformation and uninterrupted operational excellence.
As the CSS, it is your responsibility to effectively onboard small to medium business accounts onto our SaaS based products and services, spur usage in the early and ongoing stages, and build high customer satisfaction by providing guidance to Key Customers in their experience with Infoblox products.
You will work with your Customer Success Manager and the Sales teams proactively driving SaaS usage and expansion. You will also act as the voice of your customers internally at Infoblox.
You will work with Worldwide Support as needed, providing guidance to ensure customer satisfaction. You will engage Infoblox Marketing and Training to obtain materials to provide to your customers.
You will be measured by :
your ability to fast track new accounts to SaaS usage,
your ability to assist the customers in meeting their objectives thru the use of Infoblox products,
your ability to improve customer retention while monitoring and actioning improvements in customer health and the rate of upselling.
You will contact new customers programmatically throughout their implementation based on status, phase, and segment. CSS’ will keep customers informed of the 'next steps' in their implementation and communicate key timelines.
A CSS ensures collection of deliverables required for implementation and can manage numerous customers ( 100) at varying stages of the customer lifecycle with ease.
You also understand all Infoblox SaaS products in depth and can communicate the product to the key users. This is a non-
Sales, non-commissioned role.
Strategic Responsibilities :
Develop a trusted advisor relationship with customers, such that all activities are closely aligned with the customer's business case and business strategy.
This will allow them to recognize the full value of Infoblox SaaS products and services.
Foster a sense of urgency, professionalism, and execution that establishes a new level of the expected customer experience.
Partner with Sales and Professional Services to develop a plan for making Infoblox a part of each customer’s core architecture.
Oversee post-sales activities for Infoblox business and commercial customers through strong relationship-building and SaaS product knowledge.
Maintain a deep understanding of the Infoblox product and provide customers with the most relevant features / functionality for their specific business needs.
Do whatever it takes to make Infoblox customers successful with Infoblox products.
Tactical Responsibilities :
Develop customer relationships with a Tech Touch approach to promote overall satisfaction, unit / dollar retention, and referenceable customers.
Contact customers using email, phone, and web-based meetings throughout the life cycle and prior to renewal to discuss metrics, identify obstacles and gauge satisfaction.
Educate customers on best practices, product features, new releases, and upgrades.
Use Salesforce or similar tools to document communication and build accurate customer health metrics and forecasting to maintain long-
term account health and relationships.
Drive product adoption, share best practices and implement growth and optimization strategies for maximum value and success within the SaaS customer base.
Analyze customer’s usage metrics to evaluate renewal probabilities and identify upsell and expansion opportunities
Escalate at-risk customers appropriately
Partner with cross functional internal teams (Sales, Renewals, Marketing, Product Management, Engineering)
Multi-lingual skills for the EMEA and Asia Pacific regions (as appropriate).
Overall 2+ years of work experience in Customer Support, Account Management or Customer Facing roles where product use was the focus.
Strong empathy for customers AND a passion for customer’s success.
Familiarity with Totango, Salesforce, Gainsight, Oracle or some concept of Customer Health Modeling.
Some experience with SaaS applications, deployments and migrations to cloud services.
DNS, DHCP and IPAM knowledge and experience
Solid organizational, consulting, project management, and time management skills
Strong communication skills and business aptitude.
Ability to communicate technical solutions provided by engineering teams in a meaningful way for the benefit of internal teams and customer understanding.
Self-motivated team player who has fresh ideas when it comes to product adoption and customer churn mitigation.
4-year degree or equitant is required
Master’s Degree is preferred
Why do people want to work for Infoblox?)
Work with a world class Customer Success Team in a rapidly growing company
Career path with opportunities to grow your career
Onsite Yoga Classes
In-house fitness center and gaming zone
And many, many more perks
It’s an exciting time to be at Infoblox. We are the market leader in technology for network control. Our success depends on bright, energetic, talented people who share a passion for excellence in building the next generation of networking technologies and having fun along the way.
Infoblox offers a fast-paced action-oriented environment. We promote a culture that embraces innovation, change, teamwork, and strong partnerships.