Customer Success Manager

Job Description:
Enterprise Services Manager

At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT—fast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.

Our portfolio spans the following areas:
DevOps | IT Operations| Cloud | Security | Info Governance | Big Data, Machine Learning, & Analytics

About the Role

The Micro Focus Premium Business Team provides a vital role in ensuring our customers successfully achieve maximum value from our products and services by making our customer’s business objectives the center of everything we do. Our customer’s success is our success. The Enterprise Services Manager is the primary point of contact for assigned accounts in a very large/ complex/ single or multiple region and acts as an ambassador, leveraging the support of corporate resources in managing and striving to deliver consistent service levels, customer value realization and customer success to our customers.

The Enterprise Services Manager is responsible for:
Focus at the product portfolio level, ensuring contractual activities are successfully delivered

Account management: conducts quarterly statistical data, defines success criteria for assigned accounts

Resource management: manage delivery of technical resources for both reactive and proactive activities

Problem management: manages and addresses unresolved issues

Identifies and develops new or upsell opportunities in assigned accounts

Identifies risks that lead to unplanned downtime

Manages client relationships and frequently represents the organization to external customers/clients

Creates and delivers account support plan

Program Manager/Lead for delivery of proactive services

Mentors and encourages skill development of project team members

Support planning and review

Operational advice

Education and Experience Required:
BA or BS Degree, or equivalent

at last 7 years experience in program/project management or in like roles/businesses

Knowledge and Skills:
Demonstrates an in-depth understanding of key company Support and Customer Success operational policies, processes and methodologies

Ability to present and speak with authority to internal and external stakeholders/management

Good business sense with ability to think on your feet in pressure situations

Willingness to learn

Responsibilities:
Client/Account Relationship

Builds strong professional working C-level relationships with the client.

Establishes a high level of personal credibility with key client executives.

Leverages executive sponsors and other company resources to strengthen company’s relationship and credibility with client influencers and decision makers.

Researches and understands the client’s industry.

Deeply understands client business strategies and challenges.

Acts as a trusted advisor to client leaders, aggressively shapes deals early in the sales cycle.

Advances opportunities that result in profitable revenue growth for the company.

Demonstrates breadth and depth of knowledge in aligning company capabilities to client business and IT priorities, and positioning relative to competitors.

Leverages existing engagements and run-rate business to seed and grow new opportunities.

Advocates for client needs during sales cycle and in addressing any delivery issues.

Maintains high-level of customer loyalty and builds trust and integrity, as indicated in company conducted surveys and reports.

Business Management

Builds and executes an Account Business Plan (ABP) that includes both transactional and strategic initiatives to grow the company’s presence and share in the account over a 1-3 year time horizon.

Actively drives ABP results through effective account management and reviews.

Builds and orchestrates sales pipeline activity. Ensures active nurturing of deals and movement of opportunities to close.

Manages a balanced pipeline representing all of the businesses being pursued.

Engages in the Relationship Assessment Program (RAP) where possible.

Implements TCE initiatives that improve the customer loyalty index.

Identifies, nurtures, and closes new solution opportunities that result in substantial growth in company share, revenues, and margin.

Represents the entire company portfolio of products and services.

Facilitates/engages with Solution Opportunity Approval & Review process (SOAR).

Proactively protects the company’s position and claims company leadership positions in strategic and emerging solution areas.

Engages partners effectively to improve win rates and delivery of selected deals.

Meets or exceeds quarterly and annual revenue & margin quotas. Uses margin management techniques.

Participates in/drives account Team Management.

Orchestrates all the company’s resources and sponsorship essential for executing the account business plan.

Engages and manages team members in presales, sales specialists and inside sales to support complex deals.

Drives integrated planning and execution; coordinates both sales and BU delivery organizations to ensure aligned client engagement and service.

Proactively engages executive sponsors to build a strategic relationship and favorably positions long-term business opportunities for the company.

Engages company sales specialists, channel and alliance partners to fully leverage the company’s portfolio.

Proactively engages partners to define and pursue joint growth opportunities with the account.

Interfaces with both internal and external industry experts to anticipate client needs, drive industry mindshare, and facilitate solution development.

Drives the account internationally/Globally.

Education and Experience Required:
Same as previous plus.

Typically 8-12 years account management experience.

Knowledge and Skills:
Account/Business Development

Uses consultative, solution selling and business development skills at the CXO level to align the client’s business needs with the company’s solutions.

Builds strong CXO level relationships, especially working with executives in lines of business.

Negotiates at the CXO level.

Adept at advanced sales negotiations and positioning.

solution value under pricing pressures from customer IT and procurement professionals. – proactive presentation of value solutions.

Focuses on key business challenges and drives to position himself/herself as a trusted advisor at the IT executive and business manager level.

Submits timely and accurate forecasts and continually coaches team to do same.

Identifies and effectively leads the account team to ensure coordinated, efficient, account management, and accountability for achieving business results.

Uses financial-selling techniques with the client and company internal to position value and advance sales motions.

Demonstrates strong presentation and communication skills at the executive level.

Manages end-to-end sales processes in large deals.

Adheres to SBC and company’s code of ethics.

Industry Acumen

Deep knowledge of the vertical industry and the client’s position, challenges and strategy within the industry including security, risk and compliance issues.

Keeps abreast of trends and lead discussions with IT on strategic directions and linking discussions.

Portfolio Knowledge

Strong knowledge of the company’s breadth of solutions and engages specialist resources as needed.

Easily applies IT and/or industry solution, product, service knowledge to solving business challenges.

Specialty Knowledge

Is considered an expert in knowledge of basic enhanced products, solution or service offerings as well as competitor’s offerings to be able to sell large solutions.

Uses expertise in specialty, consultative, solution selling and business development skills to align the client’s business needs with solution.

Demonstrates leadership and initiative in successfully driving specialty sales in accounts – prospecting, negotiating and closing deals.

Demonstrates a successful ability to leverage company’s portfolio of products and services to change the playing field against our competition.

Expert in the sale of IT services and outsourcing.

Job:
Sales

Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status