• Customer Success Manager

    ID
    2018-4744
    Category
    Sales
    Job Location
    DE-HE-Frankfurt
  • Overview

    Axway, a market leader in governing the flow of data, is a software and services company headquartered in Phoenix, Arizona. Established in 2001, Axway serves more than 11,000 organizations in 100 countries, with offices around the globe. Our award-winning products, solutions and services enable business-critical interactions by governing the data that flows across the enterprise, as well as data flows that span beyond the enterprise edge including partner communities and the cloud. Axway’s industry-leading offerings include: EDI, managed file transfer, secure email, business operations monitoring, API and identity management, file sync and share, mobile appdev, as well as professional and managed services, cloud solutions, and Software-as-a-Service.

    Responsibilities

    Charter:

    The Customer Success Manager is responsible for customer success within Axway’s enterprise cloud business in Germany. Customer Success at Axway facilitates effective ongoing technology deployment, adoption, 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 Enterprise Cloud Customer Success.

     

    Key Duties and Responsibilities:

    • Take ownership of assigned customer relationships:
      • Maximize utilization of the Axway platform within the deployment/adoption phase
      • Optimize opportunities for expansion up-sell within the existing solutions
      • Establish/monitor KPIs and deliver periodic reports according to prescribed frequency
      • 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
    • Leverage the tools provided for the delivery of Customer Success and help the team make the most efficient use of these tools
    • 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

     Key Competencies:

    • 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

    Qualifications

    Qualifications:

    • At least three years of direct customer relationship management experience
    • At least three years of pertinent technology experience in a software or cloud environment
    • Proven experience with MS Office, and SalesForce.com or equivalent operational tools
    • University degree, PMP Certification, and ITIL Foundations qualifications preferred

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