Principal Customer Success Manager

Scottsdale, AZ - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

Overview

We are seeking our new Customer Success Manager to join the Axway team!

The Principal Customer Success Manager is responsible for customer success within Axways managed cloud and SaaS business in the Americas. 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.

Responsibilities

Take ownership of assigned customer relationships (i.e. White-glove strategic customer portfolio) and team with your accounts along the customer journey to expand Axways footprint.
Grow ARR (Annual Recurring Revenue) with existing customers by maximizing upsell opportunities while minimizing churn and down-sell (risk management).
Continually work with the customer to identify adjacent opportunities for upsells and cross-sells.
Partner with customers to maximize utilization of the Axway solutions within the adoption and expansion phases in addition to co-innovating with the customer and bringing in the appropriate Axway team members to guide conversations regarding business use cases and new product functionality.
Establish and monitor KPIs such as net revenue retention net contract retention etc. and deliver periodic reports according to the prescribed frequency.
Excellent customer satisfaction as measured by NPS.
Prepare and maintain a comprehensive customer success plan for each account.
Develop and share best practices with the team members to continually improve our processes quality effectiveness and efficiency.
Collaborate and share customer feedback with internal sales product engineering marketing and professional services colleagues to enhance product development efforts and increase sales opportunities.
Maintain clear documentation of all assigned customers.
Host and lead customer business reviews.

Key Competencies Required

Excellent written and verbal communication skills to effectively articulate complex technical and business projects/problems and action plans and influence key decision-makers both internally and externally.
Experience and success working with senior and executive-level customer contacts.
Excellent personal organization and problem-solving skills.
The ability to excel under pressure and to meet deadlines.
Strong work ethic with the ability to self-start prioritize and multi-task.
Strong interpersonal aptitude with the ability to build trust quickly have a client-first mentality.

Qualifications

At least seven (7) years of direct customer success/engagement management experience.
At least five (7) years of pertinent technology experience in tech software and cloud (SaaS) disciplines.
Proven experience with MS Office/Teams SalesForce ServiceNow Jira Confluence PBI and/or equivalent operational tools.
University degree and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience.

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

OverviewWe are seeking our new Customer Success Manager to join the Axway team!The Principal Customer Success Manager is responsible for customer success within Axways managed cloud and SaaS business in the Americas. Customer Success at Axway facilitates effective ongoing technology deployment adopt...