Axway – Senior Customer Success Manager, Paris

Job Description

Axway – In 2022, we are pursuing our ambitions to continue to enable organizations’ digital transformation.  We are looking for our new Senior 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 enterprises of all sizes – more than 11,000 in 100 countries at last count.  Axway revitalizes heritage IT infrastructures to enable brilliant digital customer experiences, unlock new business innovation and capabilities, and put companies on a secure, future-proof path for growth.

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.  Learn more: www.axway.com.

We are currently seeking a customer-centric, energetic, and highly motivated individual to join our Customer Success Team. The  Customer Success Manager is responsible for customer success within Axway’s Managed Cloud, Saas and On-premises business in EMEA. 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 Manager of Customer Success, EMEA.

Your Responsabilities : 

·       Take ownership of assigned customer relationships (I.e., White-glove, high-touch, strategic customer portfolio)

·       Partner with customers to maximize utilization of the Axway solutions within the adoption and expansion phases, but also to co-innovate with customer and bring in the appropriate Axway team member to guide conversations

·       Optimize opportunities for expansion up-sell within your customer portfolio

·       Establish/monitor KPIs and deliver periodic reports according to prescribed frequency

·       Continually educate customer and identify adjacent opportunities for cross-sell sales

·       Excellent customer satisfaction and loyalty, as measured by NPS

·       Knock down the customer barriers that typically come up when implementing digital strategy

·       Showcase and demonstrate results that undeniably show your teams’ value and capacity to deliver

·       Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell

·       Prepare and maintain a comprehensive Success Plan for each customer account

·       Responsible for creating policies and procedures that optimize the customer experience, including gathering feedback from customers, studying other customer success programs, and analysing customer data to identify preferred best practices

·       Leverage the tools provided for the delivery of Customer Success and help the team make the most efficient use of them

·       Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

·       Collaborate and share customer feedback with internal Product, Engineering, and other cross-functional colleagues to enhance ongoing product development efforts

·       Maintain clear documentation of all assigned customers to facilitate team coverage schedules

·       Participate in coverage for critical incident response

·       Occasional travel within assigned territory, required

Your Key Competencies :

·       Hands-on experience with APIs and related technologies, such as SOAP, JSON, XML and WSDLs

·       Understanding of SDLC (Software Development Lifecycle) and an awareness to identify needs/gaps in customer programs

·       Excellent, senior level written and verbal communication skills 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 excel under pressure and to meet deadlines

·       Strong work ethic with the ability to self-start, prioritize, and multi-task

·       Strong interpersonal aptitude with the ability to build trust quickly, have a client-first mentality, and exude generosity

Qualifications

·       At least seven (7) years of direct customer relationship and success management experience

·       At least five (5) years of pertinent technology experience in tech software and cloud disciplines

·       Proven experience with SalesForce, ServiceNow, Jira and/or equivalent operational tools

·       University degree and ITIL Foundations qualifications preferred

·       Must be fluent in English

Axway is an AA & Equal Opportunity Employer