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Customer Success Manager - Singapore

Singapore
SG

Customer Success Manager

Software AG  Singapore, Singapore

Customer Success Manager

 

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 relationships 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

  • 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 working 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)
  • Proficient in English and ideally Bahasa
  • Ability to travel to spend time with customers as required
  • This role can be based in Malaysia or Singapore

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


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