Description
We are seeking a Customer Success Manager to support our Signature customers who have purchased our Integrations platforms. As a Customer Success Manager, you will serve as a named resource and partner for the Integrations Signature customer organisations. You will orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through signature contract renewal and growth opportunities.
Responsibilities:
- Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
- Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature.
- Help your customers achieve their business goals and outcomes on the MuleSoft/Informatica platform by coordinating the completion of the Signature Success catalog of services as required for your customer.
- Provide timely, proactive Integration feature guidance based on the areas of interest for your customer.
- Act as an advisor to your customers for the adoption of new features of Mulesoft/Informatica annual release schedules and identifying potential challenges and risks to your customer's implementation.
- Communicate the value of Signature Success and be accountable for ensuring all collaborators understand this value so customers can renew Signature Success.
- Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
- The CSM may be required for occasional travel to customer sites, depending on the customer’s need.
Required Qualifications:
- Minimum of 8 years of work experience in one or more of the following: Technical Customer Success or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
- Proven history in hitting high adoption and renewal targets.
- Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
- Skills for analysing technical concepts, translating them into business terms, and mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
- Knowledge of software development process and design methodologies.
- Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
Preferred Qualifications:
- Integration certifications.
- Experience in management consulting services.
- Experience with MuleSoft and/or a relevant competing platform.