Customer Success Specialist – SaaS

We are committed to providing an outstanding product experience and superior service to our customers. Product Support helps reduce downtime, increase operational efficiency, lower overall product lifecycle costs, improve application availability and promote product utilization. Our support isfollow-the-sun access), provided in all three regions (APAC, Americas and Europe, including headquarters) and available regardless of issue severity.

The Customer Success Specialist is responsible for successful implementation, onboarding and training of Axway’s Syncplicity SaaS business in the EMEA. Customer Success at Axway facilitates effective technology deployment and training all the way through a successful annual subscription. The position reports to Axway’s Sr. Director of Global SaaS Customer Success.

If you are young and dynamic, have an insatiable hunger for knowledge, your creativity and problem-solving skills are outstanding, please don’t deny us the chance to meet you!

We can offer you a fast-moving and challenging environment in which you will have to manage multiple tasks and priorities, using your attention to detail and customer orientation skills.

Key Duties and Responsibilities:

• Take ownership of designated new customers, including trial accounts
• Capture potential goals and needs of the customer
• Work with Tier 3 Specialist to collect documentation and/or online resources to send to customers according to customer needs that will resonate with their use cases.
• Demonstrate the benefits of our solution within their organization and the value adds
• Monitor KPIs and deliver periodic reports that demonstrate the solution’s ROI
• Ensure customer requests are answered in a quick and timely manner
• Set up weekly touch-points with main account stakeholders internally and externally
• Create a 90-day success plan for all accounts
• Document activities in SFDC and internal Customer Success tool
• Work with customers to ensure a smooth transition to a designated Customer Success Manager (CSM)
• Core business deliverables are:
  • Rapid time-to-value for subscription customers
  • Trial account customers move to a paid subscription
  • Customer satisfaction measured through CSAT and NPS

Skills/Qualifications

• Excellent written and verbal skills in English
• Excellent communication skills and customers orientation
• Good numeracy and attention to detail
• Ability to manage multiple tasks and prioritize depending on current business objectives
• Ability to work in a fast-moving and challenging environment
• Ability to adapt and acquire new skills quickly
• At least 1-3 years of pertinent technology experience in a software or cloud environment
• Ability to rapidly learn technical software, and to communicate with technical customers in an IT role
• Proven experience with MS Office, and or equivalent operational tools

The position will require working flexibly and openly with a wide range of team-members and time-zones.

We are looking for someone with a direct customer relationship experience.

The ideal candidate will prove to be a self-starter, self-motivated, solution-oriented individual, with the ability to find creative solutions to complex problems.

Career Development:

Employee career development is one of Axway’s major company values; and we are deeply committed to helping them leverage the promotion and job mobility opportunities that are right for them.

This is what our candidates can expect from us if they choose to join our team:

• A personal development plan (technical, product & functional) in order to ensure your integration and your performance
• Competitive remuneration package and real benefits
• Potential for growth in an international company
• Friendly working environment with experienced professionals
• Flexible working hours when need
• Extra paid vacation days
• Open games area – table tennis, sports and more!

In addition, Axway’s global presence creates opportunities for geographical mobility both within Axway subsidiaries.