Customer Success Manager in Berlin bei Axway Software SA
Customer Success Manager in Berlin bei Axway Software SA
Overview:
In 2023, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new 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.
Responsibilities:
Responsibilities:
- 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, where requested
- 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
Qualifications:
Qualification:
- At least four (4) years of direct customer relationship and success management experience
- At least three (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
- Fluent in German & English