Customer Relationship Partner

Customer Relationship PartnerJob Description:Customer Relationship Partner Who we are: Micro Focus is one of the world's largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today's rapidly evolving marketplace. That's high tech without the drama. www.microfocus.com About the Role: This team consists of customer-focused professionals with strong customer management experience, who are energized by dynamic, fast-paced, constantly changing customer environments. This role will assist in the acceleration of our progress for the next stage of our Digital Safe customer experience transformation. Successful candidates thrive on creating exceptional value for the customer.Customer Relationship Partners (CRP) own the customer relationship. In their customer-facing role, CRPs will serve as the account owner and escalation point. Responsibilities include building strong relationships of trust with the business owners and driving solutions with those business owners that result in a win for the customer and Micro Focus. https://www.microfocus.com/en-products/digital-safe-cloud-archiving/overview has details about the Digital Safe portfolio.In their internal capacity, CRPs are customer advocates. They drive cross-team collaboration and accountability to align the organization to the customer's success. They also provide critical feedback on the effectiveness of processes and metrics. In particular focusing on:• Creating a clear, inspiring vision• Creating an overall architecture and a road map for transformation• Drawing up a governance blueprint• Engaging change agents• Thinking about where to start and the sequencing of the transformation• Making the necessary organizational and cultural changesWe are on the look-out for the self-motivated individual passionate about customers and what matters to them. This is a rare opportunity to be involved in transforming the world's first, and indeed the world's largest SaaS compliance archive. The successful candidate will be self-motivated and passionate about meeting customer requirements, driving change, and developing their career in a demanding and dynamic, constantly changing environment. May require additional hours at time to complete customer, time-bound tasks.The Customer Relationship Partner is responsible for:

• Customer Relationship Management
• Initiates, develops, and nurtures senior management and executive-level relationships with key customer personnel
• Manages the overall customer relationship from day-to-day contacts with business users extending all the way to budget owners and vendor management
• Navigates customer organization complexity to understand the customer hierarchy and decision-making process
• Identifies opportunities to grow the relationship with the customer organization, including navigating both horizontally within the organization and vertically up the management chain
• Identifies the items important to key customer stakeholders and marshals the appropriate MF resources to support those items
• Engages MF Product Management and supporting organizations to provide the customer with updates on product innovation and customer engagement opportunities
• Identifies and acts on opportunities to streamline customer communications

• Governance
• Establishes and oversees a comprehensive client governance structure with clear processes and communication channels agreed upon between the customer and MF
• Presents updates and highlights decisions required for all aspects of service, including but not limited to operational, projects, security, contractual compliance, and product deployments
• Partners with the customer to develops strategies and implement processes in areas such as performance metrics and measurement, escalation, change management, and communication
• Ensures that all issues important to the customer are tracked and reported as per their priority as part of governance process
• Works with Project Managers to ensure that any project escalations are tracked and covered as part of governance process

• Account Management & Planning
• Serves as the account owner for the customer throughout the life cycle of a contract (inception-execution-renewal/termination)
• Serves as the single point of escalation for any customer issues, identifies the appropriate Micro Focus stakeholders to respond to the escalation, and ensures that the stakeholders are held to account to remedy the reason for the customer escalation
• Significant contributor/driver to the development of long-term strategic account plan; leads substantial portions of the strategic account plan.
• Leads the internal customer playbook process for the account, including ensuring a complete set of ACT customer playbook tickets are opened for key account needs and assigned to the appropriate MF owners
• Engages with the Account Executive to align on the sales developments and challenges on the account, such as upsells, new opportunities, and negotiation of commercial terms
• Reviews account forecasts and ensures organic data trends are accurately captured
• Partners with Sales and Commercial Operations to ensure complete understanding of new contracts and SOWs and completes new contract setup tasks such as billing entity opening
• Ensures all customer engagements are well organized, rehearsed, talking points agreed, and communication channels well planned
• Manages customer engagements where product revisions are communicated and ensures customers understand the changes that a product revision would bring
• Provides customer management support for Services project deliveries
• Additional Duties as may be assigned

• Demonstrated customer management experience
• Ability to effectively navigate customer organization, identifying the business/budget owners and positively influence these individuals to achieve desired outcomes
• Skilled at exercising 360-degree awareness and understanding multi-dimensional scenarios, with ability to drive solutions forward or change direction quickly as appropriate based on these factors
• Skilled at handling complex customer situations
• Demonstrable ability to analyze customer business purpose, goals, and requirements

• Skilled communicator
• Excellent English verbal and written communications are a must
• Excellent presentation skills, with executive presence and ability to simplify complex technical concepts into business terms
• Significant experience in a customer facing role and presenting to Customers with the ability to tailor customer messaging and modify in real time

• Demonstrated strong negotiation & influencing skills, with the ability to develop win-win scenarios for the customer and Micro Focus business
• Ability to collaborate and drive solutions across a large organization
• Ability to satisfy customer needs and concerns while representing Micro Focus business interests
• Ability to influence effectively at all levels of the business

• Skilled in crisis management
• Ability to prioritize, strategize, decide and act
• Ability to provide clarity and structure for path forward
• Ability to be agile and to think out-of-the box
• Ability to remain calm under pressure

• Strong technical acumen, with the ability to learn new technical concepts quickly
• Strong technical understanding, with the ability to communicate at a business level the technical capabilities and issues to business owners.

• Self-motivated and team oriented ust be h
• Must be highly organized, detail oriented, and have robust follow through on tasks
• Strong team player who assists as needed, championing the success of colleagues

• Comfortable with uncertainty and opportunities for change
• Champions and implements opportunities for change that will make a difference for our customers and how we accomplish our work internally