Manager Digital Customer Success Team
Manager Digital Customer Success Team
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Job Description
Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps Flexera provides awardwinning dataoriented SaaS solutions for technology value optimization (TVO) enabling IT finance procurement and cloud teams to gain deep insights into cost optimization compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer supplier and industry data powered by our Technology Intelligence Platform that enables organizations to visualize their Enterprise Technology Blueprint in hybrid environmentsfrom onpremises to SaaS to containers to cloud.
Were transforming the software industry. Were Flexera. Withmore than 50000 customersacross the world were achievingthat goal.Butwe knowwe cant do any of that without our team.Ready to help us reimagine the industry during a time of substantial growth and ambitious plans Come and see whywere consistently recognized by Gartner Forrester and IDCas a category leader in the marketplace.Learn more atflexera
Manager Digital Customer Success Team
Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps Flexera provides awardwinning dataoriented SaaS solutions for technology value optimization (TVO) enabling IT finance procurement and cloud teams to gain deep insights into cost optimization compliance and risks for each business service. Flexera One solution is built on a set of definitive customer supplier and industry data powered by our Technology Intelligence Platform that enables organizations to visualize their Enterprise Technology Blueprint in hybrid environmentsfrom onpremises to SaaS to containers to cloud.
Were transforming the software industry. Were Flexera. Withmore than 50000 customersacross the world were achievingthat goal.Butwe knowwe cant do any of that without our team.Ready to help us reimagine the industry during a time of substantial growth and ambitious plans Come and see whywere consistently recognized by Gartner Forrester and IDCas a category leader in the marketplace.Learn more atflexera
Who are you
Flexera is looking for a Team Manager to run Digital Customer Success Managers. This team is here to drive scaled customer engagement adoption and retention through automation technology and datadriven insights. This role is ideal for a highenergy manager who is a customer focussed professional who thrives in tech enabled digital first approach to customer success. The Manager will look after a team of up to 8 people as well as work with a small number of customers to help manage a portfolio of customers at scale ensuring they receive value through automation touchpoints inproduct guidance selfservice resources and digital engagement strategies.
This position will be part of Flexeras Digital Customer Success Team within the Solutions Success Organisation. This role will be a significant contributor to Flexeras #1 strategic priority: CUSTOMER SUCCESS. We are looking for a passionate individual that is open to trying new things getting things done and challenging the status quo.
The Manager of the Digital Customer Succes Team will have vast field and practitioner experience in the industry and a record of success leading complex projects and delivering business outcomes to their organizations. You will develop a deep understanding of the Flexera solutions from Cloud to OnPremises and help customer convert that into outcomebased success.
The Manager of the Digital Customer Succes Team are outstanding at tracking projects and are organized structured people that know how to influence and get others to support their cause. They can translate from technical to clevel language and back align resources and connect the dots. They create connections and put their customers first in every interaction without losing track of Flexeras business.
You are selfmotivated highly organised strategic and results oriented. Youre a natural when it comes to building relationships and love to get things done. You thrive working with customers at scale and can build rapport quickly gaining understanding and trust through ongoing dialogue and results.
What the role is all about...
The Manager of Digital Customer Success Team work together to provide a seamless and best in class selfservice experience to empower our customers and partners to accomplish more with their Flexera products and services independently.
You are the face of Flexera inspiring customers and colleagues and creating a world class digital experience. You will effectively coordinate onboarding activities crossfunctional.
Responsibilities:
- Lead motivate and develop a highperforming team of Digital Customer Success Managers of a team of up to 8 individuals.
- Selfstarter who can be proactive and dynamically adapt to ongoing fast paced change.
- Manage workload distribution and ensure team efficiency.
- Be a playermanager as well as managing the team get involved with a smaller number of customer engagements.
- Identify and implement operational efficiencies for the team.
- Track and report performance and KPI metrics for reporting.
- Provide crossfunctional interlock with other areas of the business.
- Execute the Digital engagement strategy to support a large customer base efficiently.
- Utilise automated & manual onboarding activities campaigns and selfservice resources to drive product adoption.
- Leverage customer telemetry health scores and product usage data to help drive proactive outreach and interventions where required.
- Work with many teams beyond your direct organisation to ensure successful completion and transition of projects into business as usual.
- Be an evangelist who will use data and customer successes to drive internal commitment and business transformation.
- Establishing KPI reporting on the Flexera community and reporting out to the wider business to showcase adoption and impact. Potential to extend to other aspects of the customer journey.
Skills:
- Communication excellent communication skills. Understand how to drive and engage conversations. Ability to persuade and motivate people.
- Organizational and project management skills ability to manage multiple projects and maintain many moving parts at the same time.
- Creative & Analytical thinking ability to come up with new creative ideas to engage and inspire participation.
- Management Reporting understanding and driving operational effectiveness across the team.
- Stakeholder management ensuring youre able to effectively liaise with the team and senior management.
- People Management ensuring that the team and people development is vitally important in having a highfunctioning team.
Requirements:
- Minimum of two years experience with leading a team that deliver customer experience projects initiatives and programs ideally for a SaaS software company.
- Able to showcase a track record of successfully planning organizing and managing crossfunctional projects and programs by developing processes that drive clarity and simplify operational processes.
- Proven analytical approach with experience of using quantitative and qualitative data to make decisions and achieve measurable business outcomes.
- Strong organization strategic and leadership skills with executive presence.
- Ability to build a collaborative environment within the Success organization and wider Flexera business.
- Experience working with customers ideally within a SaaS software company. An understanding of how software is bought sold and supported. Experience with ITAM SAM FinOps and Cloud initiatives would be highly desirable.
Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by local/national laws policies and/or regulations.
Flexera understands the value that results from employing a diverse equitable and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI(Diversity Equity and Inclusion)council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.
We encourage candidates requiring accommodations to please let us know by emailing.
Required Experience:
Manager
Employment Type
Full-Time
