Critical Account Manager

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.

As the Senior Critical Account Manager, you will manage alignment with both business and technical influencers at assigned customer accounts before, during and after implementation to: a) ensure satisfaction with Axway solutions and services b) ensure customer objectives are achieved and maximum value and return are realized and c) eliminate organizational barriers between our customer and Axway.

• Act as primary point of contact for customers post-sale to ensure their objectives and associated results are achieved. Report on customer objectives, results and satisfaction on a routine basis
• Develop effective working relationships between different members of the team (PSO, Support, Engineering)
• Identify and follow through on customer needs, e.g., training, health assessment, additional licenses and services
• Oversee and facilitate day-to-day activities and interactions between Axway and customers
• Customer account support, focusing on service delivered to the customer and maximizing customer satisfaction levels
• Hold weekly/monthly meetings with strategic customers
• Understand customer projects that will affect the Axway suite of products in the customer environment
• Engage key resources for project specific assignments
• Understand internal process as well as continuous contribution to identifying gaps
• Report progress on high alert, escalated issues to both internal and external customers
• Partner with sales to develop strategies for customer growth and maximum utilization and ROI
• Monitor customer use cases upon implantation and on an ongoing basis, providing guidance as to how to fully leverage Axway Solutions
• Monitor customers survey program, and respond as appropriate
• Manage escalations and communicate status to executive level management both internally and externally

• Ability to collaborate across verticals and geos
• Independent thinker who takes initiative
• Minimum of three years of account management in enterprise software solution industry.
• Experience supporting Fortune 100 companies
• Experience selling and/or supporting sophisticated software applications
• Sales and or project management experience preferred

Key Competencies

• Ability to identify and understand both the functional and business needs of their assigned account
• Familiarity of EDI, MFT, API, and BI concepts and technologies
• Excellent verbal and written communications, including strong telephone presence and in person presentation skills
• Proven troubleshooting and diagnostic leadership skills with strong problem-solving skills
• Handles stressful situations and deadline pressures well
• Ability to delegate and organize team efforts

Axway is an EEO and AA Employer