Customer Success Manager

Job ID
2017-4371
Category
Sales
US-CA-Santa Clara

Overview

The Axway Customer Success Manager (CSM) is a senior technical member of the customer success team.  With a mission of driving end-user adoption and engagement, the Customer Success team is maniacally focused on enabling IT to be the hero, while deploying Axway/Syncplicity out to the enterprise.  Your role as Customer Success Manager is to partner with Axway's  customers/partners to deploy and configure Axway/Syncplicity components and roll out to users, providing training, and driving product usage. A solution based selling approach to help identify use cases and drive expansion across the enterprise is vital.  The Axway CSM boasts a strong background in Enterprise Software or IT, has strong communication skills, and loves working closely with customers/partners to solve business problems and drive product engagement.

 

Responsibilities

  • Build and effectively present product demo, or product training presentations to technical audiences and end-users.
  • Manage high-touch complex deployment projects, and maniacally manage to satisfy customer success criteria within predetermined timelines.
  • Provides product and deep technical guidance and support, leveraging product expertise and industry best practices.
  • Promotes long-term customer success by providing deployment assistance and leveraging best practices to drive end-user adoption and engagement.
  • Helps customer to identify new use cases and expand product usage throughout the enterprise.
  • Identifies and pursues new ways to expand Axway's footprint within an organization.
  • Provides end-user training to drive product usage fostering expansion across an organization.
  • Occasional travel within assigned territory, and theater, as required
  • Provides leadership and drives best practices and processes within the team leading to higher efficiencies
  • Drives creation of internal and external facing assets for customer success
  • Safeguard Axway and Axway customer data through compliance with Axway policies and the appropriate use of Axway equipment and facilities

Qualifications

  • 5 or more years in a customer facing role such as technical support or sales engineering.
  • 5 or more years in a technical role (preferably software, SaaS, or Enterprise IT)
  • (Experience can be gained concurrently)
  • Strong inter-personal skills with customers such as relationship building and customer management.
  • Experience with a diverse set of Enterprise IT systems and software
  • Hands-on experience with one of the following technologies: Enterprise storage, Enterprise Infrastructure based on Linux, Unix or Windows Server
  • Desirable skillsets: Storage, Networks, Firewalls, load balancers, SSO, Enterprise infrastructure, enterprise security, Programing or Scripting, Webservices API’s.
  • Customer Demo and Presentation experience.
  • Technical writing and documentation

EDUCATION REQUIREMENTS:

  • BS or MS in Business, Engineering, Computer Science or related technical field required

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