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
