[Hiring] Customer Success Manager @Azul

Role Description

The Customer Success Manager is part of our Worldwide Customer Success team at Azul. The Customer Success Manager acts as the liaison between the Customer and Azul focusing on ensuring our customers have the best possible experience from onboarding through their lifetime with Azul.

What You'll Do (aka Responsibilities)

• Customer Success:
  • Execute an On Boarding session with all new Azul customers providing them with a “welcome packet” that includes contact information, useful links to training materials and other various resources.
  • Set the proper expectations for the customer journey to include migration, health checks, business reviews, and renewals.
  • Schedule the first business review during the onboarding session.
  • Lead (Plan, Prep, coordinate, and execute) in conjunction with the Account Executive, Sales Engineer, and Renewal Sales Specialist (RSS) a series of communications and “check in” meetings throughout the lifecycle of the customer including:
    • Welcome meeting in conjunction with the Sales and Pre-Sales Engineers
    • Regular cadence of check-in meetings
    • Formal Azul Business Reviews
    • Follow the Bus Review format: Know the Customer, Planning (Patches, Sec Briefings) and Education (Features, Roadmap, tips and tricks)
    • Follow up reviews of migration plans and progress
    • Product feature updates
  • Act as a liaison for customer requests, questions, and escalations to ensure issues are received and addressed by the appropriate organizations within Azul in a timely manner.
  • Monitor and gather key customer information related to customer support interactions, cases, and downloads to establish an ongoing “risk profile” of key customers and record health score in SFDC.
  • Maintain internal data systems (SFDC, Clari, with all customer intelligence gathered through research and interaction).
  • Drive attendance of key customers to individual or group Security reviews with CTO or other Azul sponsored meetings.
  • Work with RSS and Account Executives to identify renewals risk, mitigate customer churn risk, and identify and facilitate expansion opportunities.
• Revenue Growth:
  • Advises customers on upsell and cross-sell buying options.
  • Identifies growth opportunities by implementing new programmes that will increase business revenue potentials and minimise churn rates.
  • Co-ordinates product demonstrations for customers.
  • Upsells services and products with the brand image.
  • Acts as a liaison between Azul and its customers, advocating for the needs of customers.
  • Arranges customer testimonials and case studies to promote Azul/Payara’s products and services within the industry.
  • Encourages adoption of new features and best practices with all customers.
• Renewals:
  • Coordinate Azul resources to ensure the highest level of customer engagement including sales, SE, Customer Success, and Support.
  • Constantly monitor customer engagement and health scores to understand customer satisfaction and renewal intent.
  • Develop customer quotes and order forms and manage customer data and renewal opportunities within Salesforce.com.
  • Familiar with white glove to digital renewals process.
  • Understand and support our pricing & discounting practices for renewals and implement those practices to increase customer retention and decrease our annual contract value churn.

Qualifications

• 7+ years' experience in either a Customer Success, Customer Support, or Sales Engineer role
• BS or MS in computer science related degree
• Demonstrated experience in technical role, preferably in software or complimentary industry
• Demonstrated experience working directly with, engaging in-person, virtually, and by email with prospects and customers.
• Project management experience a plus
• Strong understanding of Java/JVM, performance tuning, and application deployment models (on-premises, cloud, containerized), preferred
• Familiarity with CRM tools (e.g., Salesforce/Clari) and data-driven success metrics.
• Excellent Presentation skills as well as verbal and written communication skills
• Maniacal focus on the positive customer experience
• Strong written and verbal communication skills and the ability to clearly and effectively articulate Azul’s value and business practices
• Organized, detail and process oriented
• Flexible and supportive in a fast moving and changing environment
• Self-starter, willing to take a leadership role in driving initiatives in support of the optimal customer experience
• Manage multiple tasks and use good judgment in resolving difficult issues
• Ability to coordinate across Azul department resources to execute complex customer needs

Benefits

• Comprehensive compensation and healthcare packages
• Equity Program – be part of our success
• Referral Program
• Work-life balance, remote-first, paid time off, company shutdown, holidays
• Work with top experts worldwide whom contribute to the Java ecosystem