Digital Transformation Leader

il y a 3 semaines

Puteaux, Île-de-France Axway Temps plein
Overview

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. We're looking for a Principal Customer Success Manager to join our team and help us continue to enable organizations' digital transformation.

As a Principal Customer Success Manager, you'll be responsible for taking ownership of assigned customer relationships, partnering with customers to maximize utilization of Axway solutions, and establishing/monitoring KPIs and delivering periodic reports. You'll also be responsible for facilitating a frictionless renewal, identifying adjacent opportunities for cross-sell sales, and preparing and maintaining a comprehensive Cloud Operations Guide and Success Plan for each customer account.

We're looking for someone with at least seven (7) years of direct customer relationship and success management experience, and at least five (5) years of pertinent technology experience in a software or cloud environment. You'll need to have excellent written and verbal communication skills, experience working with senior and executive level customer contacts, and a strong work ethic with the ability to self-start, prioritize, and multi-task.

As a member of our team, you'll have the opportunity to work with a culturally rich global community of over 1,550 members, and you'll have the support and camaraderie of your Axway leadership and colleagues to remind you that you're not alone on your journey and have taken one more step forward every day. Together we can accomplish anything.

Responsibilities

  • Take ownership of assigned customer relationships for customer portfolio
  • Partner with customers to maximize utilization of the Axway solutions within the deployment/adoption phase (s)
  • Optimize opportunities for expansion up-sell within your customer portfolio
  • Establish/monitor KPIs and deliver periodic reports according to prescribed frequency
  • Facilitate a frictionless renewal
  • Identify adjacent opportunities for cross-sell sales
  • 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 comprehensive Cloud Operations Guide and Success Plan for each customer account
  • Responsible for creating policies and procedures that optimize the customer experience, including gathering feedback from their customers, studying other customer success programs and analyzing customer data to identify the best practices
  • Leverage the tools provided for the delivery of Customer Success and help the team make the most efficient use of these tools
  • 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

  • At least seven (7) years of direct customer relationship and success management experience
  • At least five (5) years of pertinent technology experience in a software or cloud environment
  • Proven experience with MS Office, , PBI or equivalent operational tools
  • University degree, PMP Certification, and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience
  • Excellent written and verbal communication skills up to a senior level 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
  • 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

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