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Customer Success Manager

Santa Clara
US

ABOUT THE JOB

 

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.

 

 

Responsibilities:

  • 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.

 

ABOUT YOU

Requirements

  • Prior success in a customer-facing role such as consulting, pre-sales, technical account management or equivalent functions.
  • 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 (Integration+API, IoT, Business Process Management).
  • Specific knowledge of Software AG’s product portfolio is an added bonus (Key brands include webMethods, Cumulocity, Aris).
  • Ability to travel to spend time with customers as required 

 

 

WHAT YOU CAN EXPECT

  • The employees are smart, friendly and welcoming
  • Health Insurance starts your first day on the job
  • Three weeks paid vacation & three weeks paid sick leave
  • 10 paid holidays (including a floating holiday and a community service day)
  • 401(k) Plan with up to 5% employer match

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

Job Segment: Consulting, Manager, Marketing Manager, Pre-Sales, Customer Service, Technology, Management, Marketing, Sales