Customer Success Manager

Summary

Join AppViewX as a Customer Success Manager and play a key role in driving customer onboarding, product adoption, and identifying new business opportunities. You will work closely with customers to understand their business objectives and coach them on using AppViewX to achieve their goals. This role involves working with sales teams, onboarding new customers, ensuring quick adoption of solutions, and managing customer relationships. You will also be responsible for account retention, upselling, and cross-selling opportunities. The position requires 7+ years of experience and strong customer management skills, along with a good understanding of technical concepts. AppViewX offers competitive benefits, including health and wellness policies, saving and investment schemes, time off, and L&D programs, along with flexible work arrangements.

Requirements

• 7+ years Experience
• Customer facing experience in Solutioning /Post Sale Support/Customer Success/Project management with a Technical
• Flexible to work in the US shift
• Experience managing Enterprise customer accounts
• Strong customer management skills during advocacy/escalation with ability to influence clients
• Good understanding of key technical concepts around Network, PKI, Automation, Security and systems
• Willingness to learn and understand our solutions and being able to teach the product to our customers
• Time management skills and the ability to multi-task across multiple
• Worked and interacted with F500 organizations in the 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 and in a fast paced environment

Responsibilities

• Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management
• Work with customers to establish critical goals or other key performance indicators for Go-live
• Establish measurable criteria for success based on customer goals thereby building organizational alignment with Product Management/Onboarding/Services for Go-live
• Work with the Onboarding team to ensure customers are onboarded quickly with Key objective/ met in a stipulated time
• Accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest time frame
• Work closely with customer Champions/Economic Buyers including Director/Manager/Engineer Level stakeholders to drive value realization through Deliver Quarterly Business reviews and adoption workshops
• Understand customer pain points and help drive escalations by coordinating between Product Management and Support
• Conduct product demonstrations and presentations under the guidance of experienced
• Be the customer's concierge, counsel and coach to achieving business outcomes and new goals are continuously set – and in the process generate referrals and advocates
• Integrate retention, adoption, user experience and happiness as part of every customer engagement
• Partner with CS Operations to plan outreach campaigns based on customer
• Consistently meet and exceed weekly/Monthly/Quarterly engagement goals for providing touch points for existing
• Manage Product Feature, custom requirements with relevant internal stakeholders to ensure delivery and adoption risks are
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account
• Travel to the USA and Europe on Business Visa to grow customer network when required
• Maintain the Annual Recurring Revenue from assigned accounts by managing account retention and
• Work closely with Account Sales teams with identifying Upsell/Cross-sell opportunities in existing customers

Benefits

• Competitive incentives
• Health & wellness policies
• Saving & investment schemes
• Time off/sabbatical eligibility
• Dedicated L&D programs
• Work remotely
• Define their own hours
• Harmonize work and life