Senior/Principal Customer Success Manager, Axway
API management platform & IT infrastructure solutions
Posted today
API management platform & IT infrastructure solutions
1001+ employees
Posted today
1001+ employees
Company mission
To help businesses make good decisions about their digital strategy.
Role
Who you are
- Excellent written and verbal communication skills to effectively articulate complex technical and business projects/problems and action plans, and influence key decision-makers, both internally and externally
- Experience and success working with senior and executive-level customer contacts
- Excellent personal organization and problem-solving skills
- The 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
- At least seven (7) years of direct customer success/engagement management experience
- At least five (7) years of pertinent technology experience in tech software and cloud (SaaS) disciplines
- Proven experience with MS Office/Teams, SalesForce, ServiceNow, Jira, Confluence, PBI and/or equivalent operational tools
- University degree and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience
What the job involves
- We are seeking our new Senior/Principal Customer Success Manager to join the Axway 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
- Take ownership of assigned customer relationships (i.e. White-glove, strategic customer portfolio) and team with your accounts along the customer journey to expand Axway’s footprint
- Grow ARR (Annual Recurring Revenue) with existing customers by maximizing upsell opportunities, while minimizing churn and down-sell (risk management)
- Continually work with the customer to identify adjacent opportunities for upsells and cross-sells
- Partner with customers to maximize utilization of the Axway solutions within the adoption and expansion phases, in addition to co-innovating with the customer and bringing in the appropriate Axway team members to guide conversations regarding business use cases and new product functionality
- Establish and monitor KPIs such as net revenue retention, net contract retention, etc., and deliver periodic reports according to the prescribed frequency
- Excellent customer satisfaction, as measured by NPS
- Prepare and maintain a comprehensive customer success plan for each account
- Develop and share best practices with the team members to continually improve our processes’ quality, effectiveness, and efficiency
- Collaborate and share customer feedback with internal sales, product, engineering, marketing, and professional services colleagues to enhance product development efforts and increase sales opportunities
- Maintain clear documentation of all assigned customers
- Host and lead customer business reviews
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 have helped it develop several key products. Its Amplify Platform helps companies reduce the complexity of APIs and encourages their adoption. 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
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 HQ
Kierland, Phoenix, AZ
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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