• Customer Success Manager-Managed Cloud

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  • Overview

    Digital technology is no longer just another tool in the IT, marketing, sales or service toolbox to engage, inspire and attract customers. It is becoming the foundation of entirely new ways of doing business as well as giving rise to entirely new businesses. There could be 100 billion connected devices expected by 2025, leading towards a trillion sensor ecosystem. 1 billion digital natives are expected to join the workforce over the next 7 years. In a hyper-connected era of mobile, social, cloud, big data, and the Internet of Things, future growth will depend on platform business models.


    Axway (Euronext: AXW.PA) is a catalyst for transformation. With Axway AMPLIFY™, our cloud-enabled data integration and engagement platform, leading brands better anticipate, adapt and scale to meet ever-changing customer expectations. Our unified, API-first approach connects data from anywhere, fuels millions of apps and delivers real-time analytics to build customer experience networks. From idea to execution, we help make the future possible for more than 11,000 organizations in 100 countries. To learn more about Axway, visit www.axway.com.


    The Customer Success Manager is responsible for customer success within Axway’s managed cloud business in the Americas. 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 Director of Managed Cloud Customer Success.


    ·       Take ownership of assigned customer relationships:

    o   Own and foster the business relationships between key stakeholders and Axway for the entire lifecycle of the customer account

    o   Maximize utilization of the Axway platform within the deployment/adoption phase

    o   Optimize opportunities for expansion up-sell within the existing solutions

    o   Establish/monitor KPIs and deliver periodic reports according to prescribed frequency

    o   Facilitate a frictionless renewal

    o   Identify adjacent opportunities for cross-sell sales

    ·       Core business deliverables are:

    o   Excellent customer satisfaction and loyalty, as measured by NPS

    o   Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell

    o   Accurate revenue recognition and forecasting for the customer base

    ·       Leverage the tools provided for the delivery of Customer Success and help the team make the most efficient use of these tools

    ·       Engage with Axway product management to provide feedback from customers and to maintain awareness of product roadmap

    ·       Maintain clear documentation of all assigned customers to facilitate team coverage schedules

    ·       Participate in coverage for critical incident response

    ·       Occasional travel within assigned territory, as required

    Key Competencies:

    ·       Excellent written and verbal communication skills up to a senior level to effectively articulate complex technical and/or business projects/problems and action plans and to inform and influence key decision makers, both internally and with customers and partners

    ·       Excellent personal organization and problem-solving skills, with ability to work well under pressure and to meet deadlines

    ·       Strong work ethic with the ability to self-start, prioritize, and multi-task


    ·       At least three years of direct customer relationship management experience

    ·       At least three years of pertinent technology experience in a software or cloud environment

    ·       Proven experience with MS Office, and SalesForce.com or equivalent operational tools

    ·       University degree, PMP Certification, and ITIL Foundations qualifications preferred


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