• Principal Customer Success Manager

    Job ID
    2018-5369
    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.

     

    Why join Axway:

     

    The Customer Success Manager (CSM) is responsible for customer success within Axway’s SaaS businesses – Syncplicity and/or Appcelerator – in the Americas. The Axway CSM displays a strong background in SaaS software, has excellent communication skills, and loves working closely with customers, enabling customers to achieve their desired business outcomes leading to increased revenues and expansion opportunities. The position reports to Axway’s Senior Director of SaaS Customer Success.

    Responsibilities

    • Take ownership of assigned customer relationships:
    • Own and foster the business relationships between key stakeholders and Axway for the entire lifecycle of the customer account
    • Maximize utilization of the Axway Syncplicity platform within the adoption phase
    • Ensuring customer success criteria are achieved within predetermined timelines
    • Provide guidance and support, leveraging technical product expertise and industry best practices
    • Establish/monitor KPIs and deliver periodic reports according to prescribed frequency
    • Identify adjacent opportunities for cross-sells and upsells
       

    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
    • Build and effectively present product demo and/or training presentations to technical audiences
    • Engage with Axway product management to maintain awareness of product roadmap and to provide feedback from customers
    • Occasional travel within assigned territory, as required

    Qualifications

    • BA or MS degree
    • 3 or more years in a Customer Success or Customer facing role
    • Three or more years in a customer facing role with a technical product
    • Experience with a diverse set of Enterprise and end-user IT systems and software
    • Hands-on experience with SaaS software
    • Proven experience with MS Office, and SalesForce.com or equivalent operational tools 
    • Excellent written and verbal communication skills up to a senior level to effectively articulate complex technical and/or business projects/problems and action plans and to inform and influence key decision
    • makers, both internally and with customers and partners
    • 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

    Key Competencies:

    • Excellent written and verbal communication skills up to a senior level to effectively articulate technical and/or business projects/problems and action plans and to inform and influence key decision makers, both internally and with customers and partners
    • Technical knowledge in areas such as SSO, On-Prem Storage, DLP,  Ad-Sync, IRM, SSL, APIs, etc.
    • Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell
    • Build and effectively present product demo and/or training presentations to technical audiences
    • Engage with Axway product management to maintain awareness of product roadmap and to provide feedback from customers
    • Participate in coverage for critical incident response
    • Occasional travel within assigned territory, as required
    • Strong work ethic with the ability to self-start, prioritize, and multi-task

     

    Axway is an AA and Equal Opportunity Employer

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