Senior Customer Success Manager
Senior Customer Success Manager
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1 Vacancy
Job Description
Overview
We are currently seeking a Senior Customer Success Manager who iscustomer-centric energetic and highly motivated individual to join our Customer Success Team. The Senior Customer Success Manager is responsible for customer success within Axways 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 Axways Manager of Customer Success EMEA.
Responsibilities
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 where requested
- 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
Qualifications
- At least four (4) years of direct customer relationship and success management experience
- At least three (3) 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
Company Overview
At Axway were more than a companywere a pioneer. For 25 years weve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries 11000 customers and a global team of over 1400 passionate professionals Axway is driving the future of enterprise integration.
Were on a mission to be the leaderin our space empowering our customers withsecure mission-critical softwareto manage and deliver impactful business outcomes from all theirdigital business interactions.
Why Axway
We believe in the power of togetherness. When youre part of Axway youre part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite youll find camaraderie collaboration and the support of leadership to inspire you daily.
Here youll grow innovate and succeed because were better together. Each step forward in your personal journey is one we take as a team. Join us and lets accomplish extraordinary things together.
Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: to shape the future Lets get startedbecause at Axway together we can. Together we will.
Axway is an AA and EEO employer
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Required Experience:
Manager
Employment Type
Full-Time
