Overview
We are seeking our new Senior/Principal Customer Success Managerto join the Axway team!
The Principal Customer Success Manager is responsible for customer success within Axway27s 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 Axway27s 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 processes27 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.
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