Overview
To go quickly, go alone. To go far, go together. As part of Axway, you’ll pursue your goals for professional and personal growth alongside the most capable, inventive, and dedicated minds in data integration technology. You’ll join us in promoting and perfecting the value of Axway AMPLIFY™, our groundbreaking hybrid integration platform that enables enterprises to seamlessly connect their people, systems, customers and ecosystems using industry-leading API, SaaS, Cloud, MFT, B2B, and Content Collaboration solutions. You’ll exchange ideas with a culturally rich global community of over 1,800 members who connect remotely or show up onsite in virtually every time zone on the planet. And you’ll have the support and camaraderie of your Axway leadership and colleagues to serve as a reminder that you’re not alone on your journey, and that every day, you’ve taken one more step forward. With Axway, you’ll go far because we’re better together.
We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Principal Customer Success Manager is responsible for customer success within Axway’s managed cloud and SaaS business in the Americas. Customer Success at Axway facilitates effective ongoing technology deployment, adoption, expansion 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 Senior Director of Customer Success.
Responsibilities
- Take ownership of assigned customer relationships (Tier/High-Touch strategic customer portfolio)
- Partner with customers to maximize utilization of the Axway solutions within the deployment/adoption phase (s)
- Optimize opportunities for expansion up-sell within your customer portfolio
- Establish/monitor KPIs and deliver periodic reports according to prescribed frequency
- Facilitate a frictionless renewal
- Identify adjacent opportunities for cross-sell sales
- 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 comprehensive Cloud Operations Guide and Success Plan for each customer account
- Responsible for creating policies and procedures that optimize the customer experience, including gathering feedback from their customers, studying other customer success programs and analyzing customer data to identify the best practices
- Leverage the tools provided for the delivery of Customer Success and help the team make the most efficient use of these tools
- 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
- 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
Axway is an AA & Equal Opportunity Employer
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