Sr. Director, Cloud Global Customer Success

Job ID
2017-4492
Category
Services
US-CA-Santa Clara

Overview

Senior Director, Global Cloud Customer Success – Santa Clara, CA

 

Axway, a market leader in governing the flow of data, is a software and services company headquartered in Phoenix, Arizona. Established in 2001, Axway serves more than 11,000 organizations in 100 countries, with offices around the globe. Our award-winning products, solutions and services enable business-critical interactions by governing the data that flows across the enterprise, as well as data flows that span beyond the enterprise edge including partner communities and the cloud. Axway’s industry-leading offerings include: business-to-business integration, managed file transfer, secure email, business operations monitoring, process management, API and identity management, as well as professional and managed services, cloud solutions, and Software-as-a-Service.

 

The Senior Director of Global Cloud Customer Success is a key leader at Axway responsible for customer success within Axway’s SaaS business around the world. Customer Success at Axway facilitates effective ongoing technology deployment, adoption, 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 Axway’s SVP Global Cloud Managed Services.

 

Responsibilities

 

  • Lead a global post-sales team whose mission is to:
  1. Maximize utilization of the Axway platform within the deployment/adoption phase
  2. Optimize opportunities for expansion up-sell within the existing solutions
  3. Deliver a frictionless renewal
  4. Identify adjacent opportunities for cross-sell sales
  • Core business deliverables are:
  1. Excellent customer satisfaction and loyalty, as measured by NPS
  2. Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell
  3. Accurate revenue recognition and forecasting for the SaaS customer base
  • Establish and monitor KPIs for the team, and champion their visibility across the company
  • Define and ensure the implementation of the tools necessary for a high level of automation in the delivery of Customer Success
  • Participate in building winning proposals for new business in conjunction with Sales
  • Maintain a leadership position in the industry by attending/presenting at relevant conferences/workshops
  • Manage a high-performing, geographically-spread team, including hiring and ongoing counselling and performance management
  • Manage to the budget

Qualifications

  • Significant customer relationship management experience
  • At least five years of pertinent technology leadership experience at a senior level in a SaaS environment
  • At least five years of pertinent direct technical management/supervisory experience
  • A metrics-driven leadership style, with a strong analytics background preferred
  • Expertise in establishing and enforcing processes and policies 
  • Technical degree, PMP Certification, and ITIL Foundations qualifications preferred

 

Axway is an EEO and AA Employer

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