• Customer Success Onboarding Specialist – SaaS

    Job ID
    2018-5023
    Category
    Services
    Job Location
    US-AZ-Phoenix
  • 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 Onboarding specialist is responsible for successful implementation, onboarding and training of Axway’s Syncplicity SaaS business in the Americas. Customer Success Onboarding at Axway facilitates effective technology deployment and training all the way through successful annual subscription. The position reports to Axway’s Sr. Director of Global SaaS Customer Success.

     

    Key Duties and Responsibilities:

    Take ownership of designated new customers, including trial accounts

    Capture potential goals and needs of the customer

    Work with Tier 3 Specialist to collect documentation and/or online resources to send to customers according to customer needs that will resonate with their use cases.

    Demonstrate the benefits of our solution within their organization and the value adds

    Monitor KPIs and deliver periodic reports that demonstrate the solution’s ROI

    Ensure customer requests are answered in a quick and timely manner

    Set up weekly touch-points with main account stakeholders internally and externally

    Create 90-day success plan for all accounts

    Document activities in SFDC and internal Customer Success tool

    Work with customers to ensure a smooth transition to a designated Customer Success Manager (CSM)

    ·       Core business deliverables are:

    Rapid time-to-value for subscription customers

    Trial account customers move to a paid subscription

    Customer satisfaction measured through CSAT and NPS

     

    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 year of pertinent technology experience in a software or cloud environment

    Ability to rapidly learn technical software, and to communicate with technical customers in an IT role

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

    University degree preferred

     

    Axway is an AA and Equal Opportunity Employer

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