Principal Customer Success Manager

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 Enterprise Software or IT, 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 and will be based out of our corporate office in Santa Clara, CA. 

• 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 deployment/adoption phase
• Manage high-touch complex deployment projects, ensuring customer success criteria are achieved within predetermined timelines
• Provide technical guidance and support, leveraging product expertise and industry best practices
• Establish/monitor KPIs and deliver periodic reports according to prescribed frequency
• Demonstrate a solution-based selling approach to help identify use cases for up-sell/expansion
• Facilitate a frictionless renewal
• Identify adjacent opportunities for cross-sell sales 

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
• Accurate revenue recognition and forecasting for the customer base
• 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

• BS or MS in Business, Engineering, Computer Science or related technical field preferred
• Three or more years in a customer facing technical role such as tech support or sales engineering
• Experience with a diverse set of Enterprise and end-user IT systems and software
• Hands-on experience with at least one of the following technologies is preferred: Enterprise storage, Enterprise Infrastructure based on Linux/Unix/Windows Server, or mobile apps
• Desirable skillsets: Storage, Networks, Firewalls, load balancers, SSO, Enterprise infrastructure, enterprise security, Programming or Scripting, Webservices API’s, mobile appdev
• 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

Axway is an AA and Equal Opportunity Employer