Customer Success Manager (Super iPaaS)

Software AG simplifies the connected world. Founded in 1969 it helps deliver the experiences that employees, partners and customers now expect. Its technology creates the digital backbone that integrates applications, devices, data and clouds; empowers streamlined processes; and connects “things” like sensors, devices and machines. It helps 10,000+ organizations to become a truly connected enterprise and make smarter decisions, faster. 

Our story goes beyond technology.  We put people first – employees, customers, and partners.  We build strong teams and cultivate relationships that last.  We provide incomparable products, solutions, services, and technical excellence for our customers.  We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation.  Our size means everyone has an impact and every voice is valued.  We are big enough to compete and small enough to care.   

Be you, join us.   

We are currently seeking a Customer Success Manager to join our team.

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

• 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

• Experience with Data Warehousing concepts and ETL/ELT implementations

• Knowledge of a field of expertise within Software AG’s portfolio is an added bonus, especially in the Integration and StreamSets technology vertical.

• Experience with platforms and tools for large-scale data processing (HDFS, HBase, Hive, Spark, SOLR, among others) is a plus

• Specific knowledge of Software AG’s product portfolio such as webMethods Integration and API products.

• Ability to travel to spend time with customers as required

What’s in it for you? 

• Earn competitive total compensation and receive comprehensive country-specific medical and other benefits. 

• Work anywhere in your country or abroad for up to 10 days per year.   

• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment. 

• Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges. 

At Software AG we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteris