• Customer Success Onboarding Specialist – SaaS

    Job ID
    2018-5038
    Category
    Services
    Job Location
    RO-Bucarest
  • Overview

    Axway (NYSE Euronext: AXW.PA), a market leader in governing the flow of data, is a global software company with more than 11,000 public- and private-sector customers in 100 countries. For more than a decade, Axway has empowered leading organizations around the world with proven solutions that help manage business-critical interactions through the exchange of data flowing across the enterprise, among B2B communities, cloud and mobile devices. Our award-winning solutions span business-to-business integration, managed file transfer, API and identity management, and email security– offered on premise and in the Cloud with professional and managed services. Axway is registered in France with headquarters in the United States and offices in 18 countries, visit www.axway.com.

    Responsibilities

    We are committed to providing an outstanding product experience and superior service to our customers. Product Support helps reduce downtime, increase operational efficiency, lower overall product lifecycle costs, improve application availability and promote product utilization. Our support is 24./7 (follow-the-sun access), provided in all three regions (APAC, Americas and Europe, including headquarters) and available regardless of issue severity.

     

    The Customer Success Onboarding specialist is responsible for successful implementation, onboarding and training of Axway’s Syncplicity SaaS business in the EMEA. 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.

    This is why we are searching for a responsible, bilingual (English/German, Spanish is a nice to have) and customer oriented new colleague who will be in charge with onboarding.

     

    If you are young and dynamic, have an insatiable hunger for knowledge, your creativity and problem-solving skills are outstanding, please don’t deny us the chance to meet you!

    We can offer you a fast moving and challenging environment in which you will have to manage

    multiple tasks and priorities, using your attention to details and customer orientation skills.

     

     

    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 customer 
    • Trial account customers move to a paid subscription
    • Customer satisfaction measured through CSAT and NPS

     

    Qualifications

     

    • Excellent written and verbal skills in English and German;
    • Excellent communication skills and customers orientation;
    • Good numeracy and attention to detail;
    • Ability to manage multiple tasks and prioritize depending on current business objectives;
    • Ability to work in a fast moving and challenging environment;
    • Ability to adapt and acquire new skills quickly
    • At least 1-3 years 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

     

    The position will require working flexibly and openly with a wide range of team-members and time-zones.

     

    We are looking for someone with direct customer relationship experience.

    The ideal candidate will prove to be a self-starter, self-motivated, solution oriented individual, with the ability of finding creative solutions to complex problems.

     

    Career development

    This is what our candidates can expect from us if they choose to join our team:
    - Career development: Employee career development is one of Axway’s major company values; and we are deeply committed to helping them leverage the promotion and job mobility opportunities that are right for them.


    In addition, Axway’s global presence creates opportunities for geographical mobility both within Axway subsidiaries.
    - A competitive remuneration package and real benefits;
    - A future and a potential for growth in an international company;
    - A very friendly working environment with experienced professionals;
    - Get challenged with important tasks so they can show their full potential and obtain new skills;
    - Working time that can be flexible when needed;
    - More paid vacation;
    - Open office space with various entertainment opportunities – table tennis, sports and more!

     

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