Principal Customer Success Manager

About Arctera

Arctera keeps the world’s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera.

Arctera is behind the scenes making sure that many of the biggest organizations in the world – and many of the smallest too – can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec.

Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information.

It’s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation – and the arrival of the age of AI – has set the course for a new explosion in data creation.

Joining the Arctera team, you’ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world’s critical infrastructure and to keep all our data safe.

Role Summary

Arctera has a software support portfolio aimed to enhance the overall customer experience and help customers maximize their investment in Arctera solutions. The Business Critical Services (BCS) Premier support offering is the highest level of support Arctera offers to customers.

Reporting to the Regional BCS Leader, this position manages the relationship & engagement of Strategic/Global/Large Enterprise BCS customers. The successful candidate will be accountable for the overall customer support experience as well as adoption and growth within these customers.

This person must be passionate about delivering an exceptional service to BCS customers and possess a forward-looking mindset and a good understanding of customer success.

Key Responsibilities

• Demonstrate appropriate business acumen and understanding of P&L environment.
• Effectively manage the service relationships of assigned accounts; with focus on senior management engagement.
• Proactively monitor the support situations and ensure service level goals are met.
• Act as customer advocate and build strong relationships with all levels of customer.
• Communicate effectively to technical, management and executive levels of the customers and internal stakeholders.
• Manage customer expectations in a dynamic high-pressure environment; especially during escalations.
• Generate appropriate reporting and present to customers.
• Available 24x7 to customers during high priority outages.
  
  

Specific Role Requirements

The role requires a working knowledge of the following competencies:

• Can speak fluent Japanese and English.
• Bachelor's Degree or equivalent experience; with 8 - 10 years working experience in customer success or support related role.
• Ability to build internal and external working relationships with excellent proven customer management skills; particularly in a large, complex and demanding enterprise environment.
• Proven ability to communicate at all levels of the organization and to manage expectations in demanding situations.
• Demonstrated capability to defuse heated customer situations and escalations.
• Experienced working in or with a vendor specific technical support organization.
• Excellent negotiation skills and ability to manage customer expectations – able to balance customer and internal needs and resources.
• Knowledge of high availability, data management & security software space.
• Self-starter and highly motivated.