Associate Customer Success Manager

We are looking for anAssociate Customer Success Manager (CSM) to manage a portfolio of Aerospace & Defense clients and partner closely with Account Executives and Consultants to ensure rapid time to value through efficient onboarding and installation. The CSM drives product adoption by guiding customers toward best practices and helping them fully realize the value of their investment.

As a trusted partner the CSM proactivelyidentifiescustomer pain points aligns business needs with Jama Software products and services and ensurestimelyresolution of support issues. The CSM alsoidentifiesexpansion opportunities by recognizing evolving customer needs and aligning them with solutions that enhance outcomes. The role is accountable for managing renewal cyclesmaintainingcustomer satisfaction cultivating customer advocacy and fosteringstrongstrategic relationships that drivelong-termretention and growth across assignedaccountstermretentionand growth across assigned accounts.

What Youll Do:

• Own the end-toend customer relationship across assignedaccounts
• Accelerate onboarding and installation to achieve rapid time to value
• Define success metrics (KPIs) with customers and execute QBRs to track progress
• Guide adoption and best practices to help customers realize measurable outcomes
• Map and engage customer stakeholders at multiple levels (End Users Project Leaders Executive Sponsors Procurement Partners)
• Develop and execute strategic account plans to uncover growth opportunities
• Identifyadoption and renewal risks; collaboratecross functionallyto remediate and ensure successfulrenewals
• Prioritize and drive fast resolution of issues and escalationsleveragingresources across Jama
• Deliver high renewal rates and growth revenue while reducing churn in target markets
• Build advocacy by developing reference customers and case studies
• Maintainaccuratetimelyaccount data and activities inCRM (Salesforce) and other company collaboration systems
• Present the Jama value proposition to executive and technical audiences; educate customers on product capabilities and roadmap relevance to their needs
• Maintain an understanding of the competitive landscape and articulate differentiation
• Prepare renewal and growth forecasts and related financial reporting with high accuracy
• Collaborate closely with Account Executives Solution Architects CustomerSupport Services Product and Leadership
• Coordinate with Finance and Legal to ensure contracts areaccurateand compliant with Jama policies
• Contribute to Customer Success playbooks; document and share retention and growth best practices
• Help manage customer expectations and drive alignment on scope outcomes and timelines
• Other duties as assigned

What Youll Bring:

• 13years of experience as a CSM or in a customerfacing role with ownership for revenue and/or bookings preferably in a SaaSenvironment
• Bachelors degree or equivalent work experience
• Exceptional verbal and written communication skills including group presentations
• Strong relationshipbuilding skills with the ability to engage business and technicalstakeholders
• Strategic account planning discovery and documentation of customer org structures
• Negotiation conflict resolution and changemanagement skillsmanagement skills
• Ability to diagnose customer pain points and align solutions to outcomes
• Crossfunctional collaboration and project management abilities
• Proventrack recordof meeting renewal goals and reducing churn
• Familiarity with systemlevel products in enterpriseaccounts
• Proficiencywith CRM (Salesforce) and basic forecasting/reporting
• Proficiencywith MS Officeapplications with emphasison MS Excel(for analyzingclientdataandPowerPoint(forconductingbusiness status review meetings)
• Ability to travel up to 10%

Nice to Have:

• Experience with Jama Software products and solutions
• Prior experienceworkingintheAerospace& Defense(A&D)industry
• Familiarity with working in secure orair-gappedcustomer environments and with partners/contractors
• Exposure to requirements management and ALM/PLM ecosystems (e.g. DOORS Jira WindchillCodebeamer) and basic integration concepts (APIs data exchange)
• Understanding of A&D program structures and complianceheavy environments (e.g. DO178C DO254 ISO/IEC/IEEE 15288)heavy environments (e.g. DO178C DO254 ISO/IEC/IEEE15288)

Perks and Benefits:

• Virtual first and culturally diverse work environment spanning 8 countries.
• Ambitious and fun work with a chance to define distinct company-shaping tangible contributions.
• Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.

At Jama Software we welcome passionate individuals who have the unrestricted right to work in the country you live in and reside in eligible countries to join our team.