• Critical Account Manager

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  • Overview

    Manage alignment with both business and technical influencers at assigned customer accounts before, during and after implementation to a) ensure satisfaction with Axway solutions and services b) ensure customer objectives are achieved and maximum value and return are realized and c) eliminate organizational barriers between our customer and Axway


    • Act as primary point of contact for customers post-sale to ensure their objectives and associated results are achieved.  Report on customer objectives, results and satisfaction on a routine basis.
    • Develop effective working relationships between different members of the team (PSO, Support, Engineering)
    • Identify and follow through on customer needs, e.g., training, health assessment, additional licenses and services.
    • Oversee and facilitate day-to-day activities and interactions between Axway and customers.
    • Customer account support, focusing on service delivered to the customer and maximizing customer satisfaction levels
    • Hold weekly/monthly meetings with strategic customers.
    • Understand customer projects that will affect the Axway suite of products in the customer environment.
    • Engage key resources for project specific assignments
    • Understand internal process as well as continuous contribution to identifying gaps.
    • Report progress on high alert, escalated issues to both internal and external customers
    • Partner with sales to develop strategies for customer growth and maximum utilization and ROI
    • Monitor customer use cases upon implantation and on an ongoing basis, providing guidance as to how to fully leverage Axway Solutions
    • Monitor customers survey program, and respond as appropriate
    • Manage escalations and communicate status to C level management both internally and externally

    Key Competencies


    • Ability to identify and understand both the functional and business needs of their assigned account
    • Familiarity of EDI, MFT, API, and BI concepts and technologies
    • Excellent verbal and written communications, including strong telephone presence and in person presentation skills
    • Proven troubleshooting and diagnostic leadership skills with strong problem solving skills
    • Handles stressful situations and deadline pressures well
    • Ability to delegate and organize team efforts


    • Ability to collaborate across verticals and geos
    • Independent thinker who takes initiative
    • Minimum of three years of account management in enterprise software solution industry.
    • Experience supporting Fortune 100 companies
    • Experience selling and/or supporting sophisticated software applications
    • Sales and or project management  experience preferred



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