Manager, Customer Success
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Service-orientedManager with a commitment to excellence andmore than 10 years of experience in customer support and leadership with proven records of success in executing strategic plans tomeet company objectives. Results-oriented
Customer Success professional in the technology industry specializing in quality customer success, customer support,
customer retention, productivity, and team management. Highly experienced in SaaS customer success and dedicated to providing excellent customer service andmaking operational and procedural improvements. Proven history of efciency and reliability.
Coaching, leading, and developing team members by setting the strategy and prioritizing Objectives and Key
Results (OKRs); hiring, training, and developing a high-performing team
Manage the team to increase customer adoption, and retention, and growth by producing Customer Health
Metrics and KPIs by aligning these customers to the Infoblox Customer Health Score model
Develop synergies with other managers in customer success, such that all activities are closely aligned with initiatives that improve efciencies, customer satisfaction, and customer adoption
Develop sound riskmanagement andmitigation initiatives
Partner with Technical SMEs to bring additional value to customer engagements
Guide the team in presenting customer ndings, comments, and issues proactively
Measure team success on a monthly and quarterly basis to report to leadership
Guide the team in tracking accounts that are subject to churn, and risk and work proactively to eliminate that risk
Expand revenue in accounts through cross-sell and up-sell in partnership with sales
Lead digital activity for Infoblox's fastest-growing customers through strong virtual relationship-building, SaaS product knowledge, planning, and execution
Drive cross-functional alignment with all internal business units within Infoblox
Post Graduation Diploma in Business Administration
