Senior Customer Success Manager, Axway
Office located in Courbevoie, France
API management platform & IT infrastructure solutions
Be an early applicant
API management platform & IT infrastructure solutions
1001+ employees
Be an early applicant
Office located in Courbevoie, France
1001+ employees
Company mission
To help businesses make good decisions about their digital strategy.
Role
Who you are
- 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
- Strong interpersonal aptitude with the ability to build trust quickly, have a client-first mentality, and exude generosity
- Hands-on experience with APIs and related technologies, and/or Knowledge of Cloud Native platforms & tooling, CI/CD & automation and DevOps
- At least four years of direct customer relationship and success management experience
- At least three 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 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
What the job involves
- We are currently seeking a customer-centric, energetic, and highly motivated individual to join our Customer Success Team
- The Senior Customer Success Manager is responsible for customer success within Axway’s Managed Cloud, SaaS and On-premise 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
- 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
Our take
As the digital migration of enterprises accelerates, companies must be increasingly cautious about the safety and security of their data. As part of the transference of data, sensitive information must often pass across multiple old and new technologies, putting it at risk. Axway provides tools that integrate and move data securely.
Ahead of the digitisation curve, Axway’s 20 years of experience in the API management sector has helped it develop several key products. Its Amplify Platform helps companies reduce the complexity of APIs and encourages their adoption. While its Axway B2B Integration platform enables crucial EDI and API integration flows for multinational corporations - which are most at risk of lost, leaked or stolen data.
Through its secure, flexible and compliant tools, Axway helps large companies process tens of billions of dollars annually. Its consistency and ability to keep pace with tech developments is what has enabled Axway to maintain a strong post-IPO position within its sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Personal development plan and training plan
- Private medical insurance with dental included
- Flexible working hours when needed and remote work policy (60% remote work)
- Friendly working environment with experienced professionals
- Potential for growth in an international company
- Extra paid vacation days – 25 days/year
- Open games area – table tennis, sports and more!
- Benefits such as gym access, Bookster, Safari, Amazon – E-library, Udemy platform
- Team-buildings, Fun Day, Christmas Party etc.
Company values
- Teamwork
- Progress
- Trust
- A taste for innovations
- Excellence
Company HQ
Kierland, Phoenix, AZ
Articles
Leadership
Patrick Donovan
(Group CEO)Previously CFO at Axway, VP of Finance at iCrossing and Director of Finance at Quality Care Solutions and Optika. Was also a General Accounting Manager at Western Pacific Airlines.
Roland Royer
(Company CEO)Previously the Chief Customer Officer at the company. Before that, they were a Product Manager at sneda and Presales Consultant at COFET.
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