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 Coordinator is responsible for the tech touch of our Tier 3 customers within Axway’s SaaS business primarily in the Americas and some EMEA. 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 Sr. Director of Global SaaS.
Take ownership of assigned Tier 3 customers communication and touch points:
Detect areas of low usage and recommend feature and education touch points needed
Collect documentation or online resources to send to customers according to the Customer Success Plan and Cadence
Monitor KPIs and deliver periodic reports according to prescribed frequency
Work with CSMs of assigned accounts to develop a tech touch plan amount accounts
Set up meetings for CSMs when required with the Tier 3 accounts
Provide trainings as needed for Tier 3 clients
Core business deliverables are:
Excellent customer satisfaction and loyalty, as measured by NPS
Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell
Leverage the tools provided for the delivery of Customer Success and help the team make the most efficient use of these tools
Document in CS solution feedback from customers
Maintain accurate data in assigned accounts
Occasional travel within assigned territory, as required
Produce and update documentation and deliverables as required for our customers.
Excellent written and verbal communication skills
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 one to two years of direct customer relationship experience
At least one 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 preferred
Axway is an AA and Equal Opportunity Employer