Principal Customer Success Manager
New
U.S. / Fully Remote Outside Greater Phoenix, AZFull-TimePrincipal
Salary not disclosed
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Job Details
- Experience
- At least seven (7) years of direct customer success/engagement management experience; At least five (7) years of pertinent technology experience
- Required Skills
- Cloud ComputingSalesforceJiraAccount ManagementCustomer SuccessConfluenceSaaSServiceNow
Requirements
- At least 7 years of direct customer success/engagement management experience.
- At least 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 or equivalent work experience.
- Experience working with senior and executive-level customer contacts.
- Excellent written and verbal communication skills.
- Excellent personal organization and problem-solving skills.
- Ability to excel under pressure and 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 and a client-first mentality.
Responsibilities
- 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.
- Establish and monitor KPIs such as net revenue retention, net contract retention, and deliver periodic reports.
- 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.
- Collaborate and share customer feedback with internal sales, product, engineering, marketing, and professional services.
- Maintain clear documentation of all assigned customers.
- Host and lead customer business reviews.
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