Senior Customer Success Manager

Overview

Responsibilities

  • Create and develop a governance for assigned Customer Portfolio
  • Foster business level, and where possible, strategic relationships, with assigned 'many to one' client base
  • Develop a proactive customer contact strategy to drive adoption, usage, satisfaction and growth
  • Drive customer advocacy and escalations by collaborating with development, support and product management
  • Encourage the reporting of usage and monitor client thresholds
  • Facilitate a frictionless renewal, through assisting the renewals team internally with available customer insights
  • Facilitate customer satisfaction and promote loyalty, as measured by NPS
  • Ensure relevant and important client information is stored on Jive
  • Responsible for creating policies and procedures that optimize the customer experience, including gathering feedback from their customers, studying other customer success programs and analysing customer data to identify the 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

Requirements:

  • At least seven (7) years of direct customer relationship and success management experience
  • At least five (5) years of pertinent technology experience in a software or cloud environment
  • Proven experience with MS Office, SalesForce.com, 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

Benefits:

  • Personal development plan and training plan
  • Private medical insurance with dental included
  • Flexible working hours when needed and remote work policy (60% remote work)
  • Friendly working environment with experienced professionals
  • Potential for growth in an international company
  • Extra paid vacation days – 25 days/year
  • Open games area – table tennis, sports and more!
  • Benefits such as gym access, Bookster, Safari, Amazon – E-library, Udemy platform
  • Team-buildings, Fun Day, Christmas Party etc.
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