Customer Success Manager

6 months ago

Melbourne, Australia Software AG Full time

Software AG is the software pioneer of a truly connected world. Since 1969, we’ve helped 10,000+ organizations turn data into decisions. Our industry-leading suite of

integration & API management

,

IoT & analytics

and

business transformation

products creates a flow of data between people, departments, systems, and devices.
_We connect people and technology for a smarter tomorrow._

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._

About the Role

You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the Software AG products (Integration, Business Transformation, IoT and Analytics) they have purchased. You will bring Software AG’s best practices, innovations, and capabilities to help customers achieve their goals.

Your Field of Activity- You will primarily be responsible for building and maintaining close relationships with your customers post-sales while closely collaborating with Sales, Renewals and the Product Business Units- As a trusted advisor, you are primarily responsible for driving adoption, growth and improving satisfaction and long-term loyalty of your customers- You will know your customers, their use-case, challenges, business models and success strategy- By building strong relationships with all key decision-makers, you will be able to identify risk and collaborate internally cross-functionally to execute mitigation strategies and identify opportunities for expansion- You will work closely with your customers to improve their user’s adoption journey for the licensed products and services- You will build success plans along with the Account team and key customer stakeholders and conduct Executive Business Reviews to track progress and strengthen customer relationships- You will act as an advocate for your customers, be their Voice within Software AG and be involved in creating Success stories

To be Successful in this Role- You will 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 will demonstrate professional know-how in at least one industry and have worked on successful sales or customer projects- You will have experience with Software AG products, integration technologies, and cloud platforms- You will demonstrate strong business acumen and excellent judgment- You will have the ability to work independently and collaborate effectively across functions as part of a team in a matrix environment- You can confidently negotiate and present at C-level- You can successfully master difficult customer situations and escalations- You have excellent presentation, communication and interpersonal skills- You are willing to travel Australia-wide to meet with your customers

What we are Looking for- Extensive experience in customer success, account management, consulting or technical pre-sales in a high tech or a SaaS company- Ability to provide independent comprehensive services at all levels - tech users through to C-level- Experience resolving issues through analysis- Strong quantitative analysis skills with proven business insight and judgement- Experience in working collaboratively with squads, internal account team and extended customer’s teams- Comfortable working with / presenting to senior internal & external stakeholders.- Experience helping customers deploy and see the value of the products they have purchased.- Comfortable with articulating, tracking and reporting on value delivered to customers.

Perks of Working at Software AG- You would not only join a Hybrid Working environment but will also receive a one-time Hybrid Working Allowance to help you set up- You and your family get free access to 24hours employee assistance and mental health services through our Employee Assistance Program- Do you enjoy travelling and look for flexible working conditions? We have our own Hybrid Working Abroad option that can be claimed once every year.- We are known for our competitive Health Insurance, covered completely by the company.- Flexible leave options that empower you to be a force for good and take time to recharge.- Latest iPhone and network plans provided and managed by the company.- Superannuation contribution by employer at 12%

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 with

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