The Customer Success Manager is responsible for the successful implementation and training of Axway’s Syncplicity SaaS business in the EMEA, as well as securing our on-premise AMPLIFY subscription clients .
Customer Success at Axway facilitates effective technology deployment and training all the way through a successful annual subscription.
If you are young and dynamic, have an insatiable hunger for knowledge, your creativity and problem-solving skills are outstanding, please don’t deny us the chance to meet you!
We can offer you a fast-moving and challenging environment in which you will have to manage multiple tasks and priorities, using your attention to detail and customer orientation skills.
Take ownership of assigned customer relationships for Customer Portfolio;
Foster strategic, long term business relationships with assigned client base;
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 / monitor KPIs and deliver periodic reports according to prescribed frequency;
Facilitate a frictionless renewal;
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;
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.
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, 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.
Fluency in German and English language are essential
The position will require working flexibly and openly with a wide range of team-members and time-zones.
We are looking for someone with a direct customer relationship experience. The ideal candidate will prove to be a self-starter, self-motivated, solution-oriented individual, with the ability to find creative solutions to complex problems.
Career Development :
Employee career development is one of Axway’s major company values; and we are deeply committed to helping them leverage the promotion and job mobility opportunities that are right for them.
This is what our candidates can expect from us if they choose to join our team :
A personal development plan (technical, product & functional) in order to ensure your integration and your performance
Competitive remuneration package and real benefits ( private medical insurance with dental included, meal tickets, gym access, Safari, Bookster, Amazon E-library, team-building etc )
Potential for growth in an international company
Friendly working environment with experienced professionals
Flexible working hours
Work from home policy
Extra paid vacation days - 25 days / year
Open games area table tennis, sports and more!
In addition, Axway’s global presence creates opportunities for geographical mobility both within Axway subsidiaries.