About Druva

Druva enables cyber, data and operational resilience for every organization with the Data Resiliency Cloud, the industry’s first and only at scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. Druva pioneered a SaaS-based approach to eliminate complex infrastructure and related management costs, and deliver data resilience via a single platform spanning multiple geographies and clouds. Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud. Visit druva.com and follow us on LinkedIn, Twitter and Facebook.

About the Department

Customer Success Managers, Technical Support Agents, Professional Services Consultants, and Customer Operations - all working together as part of our Global Customer Services team to help our customers adopt Druva and create the most reliable data protection service in the world.

The GCS team at Druva helps customers solve real, technical problems while retaining and expanding the revenue streams that help the company invest in the future of our cloud-based services for companies around the world.

We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is a prerequisite to achieving and surpassing our commercial goals. 

Position Summary:

Partner Success Manager, Strategic Partnerships

You will work alongside our Partners Team and peers within our Global Customer Services org to ensure the holistic success of Druva’s strategic partnerships. You will bring strong relationship-building experience, product knowledge, project management, organizational and problem-solving skills, as well as a high degree of empathy to maintain a best-in-class partner and customer experience. 

You will maintain a deep understanding of our Partners’ businesses and be an internal champion of the features/functionality most critical to their specific business needs. You'll be expected to meet and exceed the goal for net retention (both retention and expansion) -- which is driven through consistent communication and collaboration with our Partners’ teams and demonstrating the value the products and services provide to their business via quarterly reviews. 

Although the role will sit on the Customer Success Team in order to maintain familiarity with best practices and processes to continue to ensure the success of our joint customers, this is a truly cross-functional position. You will work closely with Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.

Additional responsibilities will include:

• Advocate for and represent the voice of the Partner internally
• Be a key member of the team managing the partnership life cycle which includes initial launch and technical integrations or enablement, maintaining a healthy steady state, quarterly goals assessment, product roadmaps and executive alignment, and renewal of the partnership.
• Work with your Partner account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion 
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Work cross-functionally with Partnerships, Product, Engineering, Support, Marketing and other teams to resolve partner business issues and work towards their stated goals
• Manage partner feedback and product needs by providing feature requests to internal teams 
• Plan on 25% travel post-Covid

Examples of desirable skills, knowledge and experience:

• Bachelor’s degree, MBA or equivalent experience strongly preferred
• 8+ years of experience in a Customer Success/Account Management role servicing enterprise partnerships 
• Proven track record of meeting and exceeding targets
• Understanding of Enterprise SaaS business motions and customer lifecycle
• Proven ability to develop working relationships at all levels of management, both inside your company and within your customer accounts
• Experience with project management, account portfolio planning and prioritization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Excellent written and spoken communication skills
• Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight knowledge
• Track record of successful planning and execution of Executive Business Reviews
• Understanding of data centers and backup/restore/DR industry a plus