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Customer Success Manager - Alfabet

Reston
US

We are the creators of the world’s first Digital Business Platform and recognized leaders in Integration and IoT. Our mission is to make our customers’ digital transformation journey easier and faster.  We do this by connecting the world’s applications, data and devices without compromising existing investments. We deliver technology that works openly with the industry’s best solution providers—software that works everywhere and with everything. With Software AG, our customers get maximum value from big data with streaming analytics.  We enable faster response to shifting regulations and threats with intelligent governance and risk & compliance management.

 

As the Technical Customer Success Manager, in a remote capacity, you are supporting your customers and your CSM team with technical advice for onboarding and adopting our products in the Software AG’s Business Transformation business unit focused on Enterprise Architecture. You will work with key decision makers to enable them to be as successful as possible and be responsible for the post-sales journey for a portfolio of customers. By ensuring their ongoing adoption and success, you’ll contribute to retention, renewals and increased opportunities for growth. By joining a new and dynamic team, you will also work to contribute to the Customer Success discipline in Software AG that is rapidly growing and improving.

 

Description

 

  • Provide technical advisory to your customers for product onboarding and adoption
  • Manage post-sales relationship with your customers in close alignment with Sales
  • Proactively track and drive adoption of our software against success plans
  • Monitor ongoing state and alignment to goals via quarterly business reviews
  • Act as a conduit of information between our customers and Software AG, such as between customers and product for features, or customers and marketing for reference stories
  • Coach, mentor and provide recommendations to customers
  • Develop and maintain trusted advisor status over long-term periods
  • Manage escalations along with support, sales, services, and other departments
  • Identify and recognize new sales opportunities
  • Be responsible for retention rates in a defined customer set
  • Contribute towards overall account planning and strategy

 

Requirements

  • 3+ years of experience in a customer-facing role such as consulting, pre-sales, technical account management or equivalent functions
  • 3+ years of experience in Software AG products specially implementing and/or designing ALFABET based EA solutions.
  • Strong ALFABET product knowledge is preferred.
  • Great presentation, communication, and interpersonal skills – both remote and in-person
  • Self-motivated and strong organization/time management skills
  • Ability to lead technical/in-depth conversations
  • Handled difficult customer situations and escalations
  • Proactive and open to work cross-functionally with sales, services, support, and other peers
  • Willingness and ability to travel as required to spend time with customers

Culture
We have an open-minded culture and many exciting projects where you have the freedom to “be your best you”. You’ll have opportunities for international collaboration on top of a comprehensive training and development program that encourages professional growth. We are in an innovative market and offer future-proof products. Most importantly, an overall a pleasant team-oriented working atmosphere.


This is a fast-paced environment - we are looking for smart, high energy candidates who are driven to make a big impact and who want to work alongside a growing team. We collaborate often so you must be team player! The perfect candidate will thrive on the prospect of taking on new challenges and helping Software AG increase its leadership in the digital transformation marketplace!

 
What to Expect

  • The employees are smart, friendly and welcoming
  • Health Insurance starts your first day on the job
  • 6 weeks of PTO – 3 weeks of vacation and 3 weeks of sick leave
  • 14 paid holidays (including a floating holiday and a community service day)
  • 401(k) Plan with up to 5% employer match
  • Parental Leave
  • Corporate discount purchase programs
  • Group legal plans
  • Pet Insurance
  • And MANY more

 

Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
 
Click on the link to view the full EEO statement

http://www.softwareag.com/corporate/images/EEO_Statement_tcm16-130491.pdf

 

 

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Nearest Major Market: Washington DC

Job Segment: Consulting, Information Technology, IT Architecture, Manager, Customer Service, Technology, Management