Senior Customer Success Manager
il y a 3 heures
Overview:
In 2024, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new **Senior Customer Success Manager**to join Axway's family. Are you ready? Join us now
**Together, we can. Together, we will.** Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. Axway revitalizes IT infrastructures to enable brilliant digital customer experiences to unlock new business innovation and capabilities. Axway puts companies on a secure, future-proof path for growth.
**Responsibilities**:
We are currently seeking a customer-centric, energetic, and highly motivated individual to join our Customer Success Team. The Senior Customer Success Manager is responsible for customer success within Axway’s Managed Cloud, SaaS and On-premise business in EMEA. Customer Success at Axway facilitates effective ongoing technology deployment, adoption, expansion and engagement throughout the entire customer journey, enabling customers to achieve their desired business outcomes leading to increased revenues and expansion opportunities. The position reports to Axway’s Manager of Customer Success, EMEA.
**Responsibilities**:
- Take ownership of assigned customer relationships for Customer Portfolio
- Foster strategic, long term business relationships with assigned client base
- Develop a proactive customer contact strategy to drive adoption, usage, satisfaction and revenue growth.
- Drive customer advocacy and escalations by collaborating with development, support and product management.
- Establish/monitor KPIs and deliver periodic reports according to prescribed frequency
- Facilitate a frictionless renewal
- Excellent customer satisfaction and loyalty, as measured by NPS
- Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell
- Prepare and maintain a Success Plan for assigned accounts
- Responsible for creating policies and procedures that optimize the customer experience, including gathering feedback from their customers, studying other customer success programs and analysing customer data to identify the best practices
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Engage with Axway product management to provide feedback from customers and to maintain awareness of product roadmap
- Maintain clear documentation of all assigned customers to facilitate team coverage schedules
- Participate in coverage for critical incident response
- Occasional travel within assigned territory, as required
Qualifications:
**Key Competencies**:
- Understanding of SDLC (Software Development Lifecycle) and an awareness to identify needs/gaps in customer programs
- Excellent, senior level written and verbal communication skills to effectively articulate complex technical and/or business projects/problems and action plans, and to inform and influence key decision makers, both internally and with customers and partners
- Experience working with senior and executive level customer contacts
- Strong interpersonal aptitude with the ability to build trust quickly, have a client-first mentality, and exude generosity
- Hands-on experience with APIs and related technologies, and/or Knowledge of Cloud Native platforms & tooling, CI/CD & automation and DevOps
**Qualifications**:
- At least four years of direct customer relationship and success management experience
- At least three years of pertinent technology experience in a software or cloud environment
- University degree, PMP Certification, and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience
- Excellent personal organization and problem-solving skills, with ability to work well under pressure and to meet deadlines
- Strong work ethic with the ability to self-start, prioritize, and multi-task
**_
Axway is an AA & Equal Opportunity Employer_**
**#LI-SV1
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