[Hiring] Customer Success / Sr Customer Success Manager @AppViewX

Role Description

The Customer Success Manager plays a key role in driving customer onboarding, adoption of product, and identifying new business opportunities for customers by being a customer advocate. As a CSM, you work closely with customers to discover their business objectives/challenges and then coach them on how to use AppViewX to solve them. Responsibilities include:

• Onboarding:
  • Work closely with Sales teams to help transition the account from Pre-Sales to Customer Success Management.
  • Establish critical goals or key performance indicators for Go-live with customers.
  • Build organizational alignment with Product Management/Onboarding/Services for Go-live based on measurable criteria for success.
  • Ensure customers are onboarded quickly with key objectives met in a stipulated time.
• Adoption and Value Quantification:
  • Accelerate adoption of new solutions by prioritizing projects and support activities that deliver the best ROI.
  • Drive value realization through quarterly business reviews and adoption workshops with customer champions and economic buyers.
  • Understand customer pain points and drive escalations by coordinating between Product Management and Support.
  • Conduct product demonstrations and presentations under the guidance of experienced personnel.
  • Act as the customer's concierge, counsel, and coach to achieve business outcomes.
• Customer Experience/Engagement:
  • Integrate retention, adoption, user experience, and happiness as part of every customer engagement.
  • Partner with CS Operations to plan outreach campaigns based on customer needs.
  • Meet and exceed engagement goals for providing touch points for existing customers.
  • Manage product feature and custom requirements with relevant internal stakeholders.
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction and account renewal.
  • Travel to the USA and Europe on a business visa to grow the customer network when required.
• Renewal/Upsell/Cross Sell:
  • Maintain annual recurring revenue from assigned accounts by managing account retention.
  • Identify upsell/cross-sell opportunities in existing customers in collaboration with Account Sales teams.

Qualifications

• Customer-facing experience in solutioning, post-sale support, customer success, or project management with a technical background.
• Experience in handling enterprise customer accounts.
• Strong customer management skills during advocacy/escalation with the ability to influence clients.
• Good understanding of key technical concepts around network, PKI, automation, security, and systems.
• Willingness to learn and understand solutions and teach the product to customers.
• Time management skills and the ability to multi-task across multiple projects.
• Experience working with Fortune 500 organizations in North American or European markets.
• Exceptional communication skills, both oral and written, coupled with excellent listening skills.
• Comfortable working in extended time zones to align with the global team in a fast-paced environment.

Benefits

• Competitive incentives.
• Health & wellness policies.
• Saving & investment schemes.
• Time off/sabbatical eligibility.
• Dedicated learning and development opportunities.
• Flexibility to work remotely and define own hours.

Company Description

AppViewX caters to a wide range of customers from Fortune 1000 companies, including:

• Six of the top ten global commercial banks.
• Five of the top ten global media companies.
• Five of the top ten managed healthcare providers.

AppViewX is proud to be an Equal Employment Opportunity Employer, affording equal employment opportunities to all employees regardless of various protected classes.