Senior Customer Success Manager

Overview

This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Senior Customer Success Specialist with German! You will be responsible for building a relationship after the on-boarding, with the customer (after Sales, for on-premise products, after PSO for Cloud implementation and onboarding).

Location: Rotterdam, Netherlands

Employees work in a hybrid mode 2 days per week in the office

Responsibilities

• 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, where requested;
• 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;

Qualifications

• At least four (4) years of direct customer relationship and success management experience
• At least three (3) 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.

Company Overview

Axway has been shaping the future of enterprise integration for over 25 years. We are recognized as global industry leaders, helping organizations drive digital transformation with secure, mission-critical software that powers impactful business outcomes.

As part of 74Software, we're backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of enterprise integration solutions.

Why Axway?

At Axway, we believe we're better together. We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.

We offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.

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