Customer Success Manager

7 days ago

Melbourne, Victoria, Australia Software AG Full time

As a Customer Success Manager, you will work with our customers' key decision-makers to help them be as successful as possible.

You will collaborate with other Software AG departments and will be responsible for the post-sales customer journey for a portfolio of customers

_your book of business_) in one or more of the Company's business units (IoT & Analytics, Integration, Business Transformation).

By ensuring their continued success, you will contribute to customer adoption, retention, renewal and increased growth opportunities.

YOUR FIELD OF ACTIVITY

  • You will be primarily responsible for building and maintaining close relationships with your customers after the sale—this will be done in close cooperation with Sales, Renewals and the Product Business Units
  • As a trusted advisor, you are primarily responsible for ensuring the adoption, growth, satisfaction and longterm loyalty of your customers
  • You know your customers, their challenges, business models and success strategy
  • By building strong relationships with all key decisionmakers, you will be able to provide intensive support to your customers to identify problems and dissatisfaction in time and to proactively counteract them, but also to identify further sales opportunities
  • Work closely with customer employees to ensure that they are satisfied with the licensed products and services received
  • You accompany the introduction of our software based on success plans
  • You will advise customers on the development and implementation of complex solutions based on the Cumulocity IoT platform and Software AG's integration and API management technology in the cloud or on premise
  • You will act as a representative and advocate for customers within Software AG
  • You will be involved in reference story creation and reference activities and represent Software AG's solution portfolio in social media and at trade shows and events

YOUR PROFILE

  • You have several years of professional experience in dealing with complex software and IT solutions (SaaS) or in supporting existing customers in the enterprise environment within the scope of professional customer success management
  • You can demonstrate professional knowhow in at least one industry and have worked on successful sales and customer projects
  • You have experience with integration technologies, cloud platforms and the common communication protocols in the IoT environment
  • You have strong business acumen and excellent judgment
  • You have the ability to work independently and collaborate effectively across functions as part of a team in a matrix environment
  • You are also confident in negotiations and presentations at Clevel—on a personal and virtual level
  • You bring the ability to successfully master difficult customer situations and escalations
  • Excellent presentation, communication and interpersonal skills—virtual and personal
  • Readiness to travel
  • You are business fluent in French and English (spoken and written). Other languages are a plus.

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