Customer Success Manager
Vor 5 Tagen
About Axway
Axway is a leading enterprise integration company that enables organizations to digitally transform their businesses. With over 20 years of experience, we have helped more than 11,000 customers in 100 countries to unlock new business innovation and capabilities.
Our Mission
We are committed to revitalizing IT infrastructures and enabling brilliant digital customer experiences. Our goal is to put companies on a secure, future-proof path for growth.
Job Summary
We are seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for taking ownership of assigned customer relationships and fostering strategic, long-term business relationships with our clients.
Key Responsibilities
- Develop a proactive customer contact strategy to drive adoption, usage, satisfaction, and revenue growth.
- Drive customer advocacy and escalations by collaborating with development, support, and product management.
- Establish and monitor KPIs and deliver periodic reports according to prescribed frequency.
- Foster a frictionless renewal process.
- 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.
- Prepare and maintain a Success Plan for assigned accounts, where requested.
- Responsible for creating policies and procedures that optimize the customer experience, including gathering feedback from customers, studying other customer success programs, and analyzing customer data to identify best practices.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Engage with Axway product management to provide feedback from customers and to maintain awareness of product roadmap.
- Maintain clear documentation of all assigned customers to facilitate team coverage schedules.
- Participate in coverage for critical incident response.
- Occasional travel within assigned territory, as required.
Qualifications
- At least seven (4) years of direct customer relationship and success management experience.
- At least five (3) years of pertinent technology experience in a software or cloud environment.
- Proven experience with MS Office, PBI, or equivalent operational tools.
- University degree, PMP Certification, and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience.
- 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.
- Experience working with senior and executive level customer contacts.
- 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.
- Fluent in German & English.
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