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Customer Success Manager

Santa Clara
US

Customer Success Manager

 

Software AG is seeking a customer centric, analytical, and driven Customer Success Manager to assist in our efforts of client engagement, on-boarding, and most importantly, retention across a growing team within our digital transformation portfolio.

 

Job Description

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 Customer Success Manager, you will work with key decision makers in our customers to enable them to be as successful as possible. You’ll work closely with other departments in Software AG to be responsible for the post-sales journey for a portfolio of customers in one, or multiple of Software AG’s business units (IoT, Integration, Business Transformation). 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

 

  • 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

  • 3-7 years of in an enterprise level IT solutions space
  • 2-3 years of experience in enterprise level customer onboarding, solution implementation, customer engagement, retention efforts, and equivalent functions ideally within digital transformation
  • Great presentation, communication and interpersonal skills – both remote and in-person
  • Track record of achieving targets and goals/quotas
  • Self-motivated and strong organization/time management skills
  • Experience in running large, complex projects or programs
  • 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
  • Knowledge of a field of expertise within Software AG’s portfolio is an added bonus
  • Proficient in Verbal and written English skills
  • Ability to travel to spend time with customers as required

 

ABOUT US

Software AG began its journey in 1969, the year that technology helped put a man on the moon and the software industry was born.

 

We’re passionate about software, passionate about our people, and passionate about using technology to create truly world-class products.

YOU’VE PROBABLY USED OUR SOFTWARE—IF YOU LIVE ON PLANET EARTH

The name “Software AG” may never appear on your online banking screen, your sweet wrapper or the cup from your barista. You may never see “Software AG” in the movie’s credits, on your mouse or on the side of the plane you just flew —but our software is virtually everywhere. The fact is, leading brands use Software AG technology every day to serve you better.  Leading organizations trust us. One reason: We’re driven by customer success.  We are the pulse that keeps the world living and thriving.

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: San Jose
Nearest Secondary Market: Palo Alto

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