at Axway in Scottsdale, Arizona, United States
Job Description
Principal Customer Success Manager
Job ID
2023-7528
Category
Services
Job Location
US-Remote
Overview
In 2023, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Principal Customer Success Manager to join Axway's family. Are you ready? Join us now!!
Together we can. Together we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. Axway revitalizes IT infrastructures to enable brilliant digital customer experiences to unlock new business innovation and capabilities. Axway puts companies on a secure, future-proof path for growth.
With Axway, you'll go far because we're better together. You'll exchange ideas with a culturally rich global community of over 1,550 members who connect remotely or show up onsite in every time zone on the planet. And you'll have the support and camaraderie of your Axway leadership and colleagues to remind you that you're not alone on your journey and have taken one more step forward every day. Together we can accomplish anything. Learn more: www.axway.com.
About this Role:
We are currently seeking a customer-centric, energetic, and highly motivated individual to join our Customer Success Team. The Principal Customer Success Manager is responsible for customer success within Axway's managed cloud and SaaS business in the Americas. Customer Success at Axway facilitates effective ongoing technology deployment, adoption, expansion, and engagement throughout the entire customer journey, enabling customers to achieve their desired business outcomes leading to increased revenues and expansion opportunities. The position reports to Axway's Director of Customer Success.
Responsibilities
Responsibilities:
Take ownership of assigned customer relationships (I.e., White-glove, strategic customer portfolio)
Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell.
Continually educate the customer and identify adjacent opportunities for cross-sell sales.
Partner with customers to maximize utilization of the Axway solutions within the adoption and expansion phases, but also to co-innovate with the customer and bring in the appropriate Axway team member to guide conversations.
Establish/monitor KPIs and deliver periodic reports according to the prescribed frequency.
Excellent customer satisfaction and loyalty, as measured by NPS.
Prepare and maintain a comprehensive Success Plan for each customer account.
Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
Collaborate and share customer feedback with internal Product, Engineering, and cross-functional colleagues to enhance ongoing product development efforts.
Maintain clear documentation of all assigned customers to facilitate team coverage schedules.
Participate in coverage for critical incident response.
Occasional travel
Qualifications
Key Competencies (Requirements):
Excellent written and verbal communication skills to effectively articulate complex technical and 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
The ability to excel under pressure and to meet deadlines.
Strong work ethic with the ability to self-start, prioritize, and multi-task.
Understanding of SDLC (Software Development Lifecycle) and an awareness to identify needs/gaps in customer programs.
Strong interpersonal aptitude with the ability to build trust quickly, have a client-first mentality, and exude generosity.
Qualifications:
At least seven (7) years of direct customer relationship and/or success/engagement management experience
At least five (5) years of pertinent technology experience in tech software and cloud (SaaS) disciplines
Proven experience with MS Office/Teams, Cisco WebEx, SalesForce, ServiceNow, Jira, Confluence, PBI and/or equivalent operational tools
University degree and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience.
Axway is an AA & Equal Opportunity Employer
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