• Customer Success Specialist

    Job ID
    2018-4860
    Category
    Services
    Job Location
    US-CA-Santa Clara
  • 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.

    Responsibilities

    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.

     

    Key Duties:

    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.
     

    Key Competencies:

    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

    Qualifications

    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
     

    Education/Experience:

     

    University degree preferred
     

    Axway is an AA and Equal Opportunity Employer

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