Senior Customer Success Manager, Migration Advisory Specialist

Summary

Join Azul's Customer Success team as a Senior Customer Success Manager – Migration Advisory Specialist, focusing on the Asia Pacific region. You will ensure customers in India, ASEAN, Japan, China, and Australia/New Zealand achieve their goals with Azul's software. This role demands technical expertise, coordination skills, and a commitment to customer satisfaction. The position requires availability during various Asia Pacific business hours and involves extensive collaboration with internal and external stakeholders. Success hinges on guiding customers through migrations, providing technical advice, and building strong customer relationships. The ideal candidate possesses a strong technical background, extensive experience in customer-facing roles, and a deep understanding of the APAC region.

Requirements

• Be passionate about delivering positive customer experiences
• Possess strong written and verbal communication abilities
• Be highly organized, detail-oriented, and process-driven
• Be flexible and effective in a fast-paced, evolving environment
• Be skilled at managing multiple tasks and resolving complex issues
• Be proficient in coordinating resources across departments
• Have a strong understanding of nuanced technical issues with the ability to troubleshoot and advise effectively
• Have knowledge of the cultural nuances, business practices, and customer dynamics unique to the APAC region
• Hold a Bachelor’s degree in computer science, engineering, or equivalent experience
• Have 10+ years of technical industry experience
• Have 5+ years in customer-facing technical management
• Have extensive experience with Java, including legacy technologies (e.g., Applets, Web Start)
• Have experience with scripting and familiarity with asset management tools (e.g., Flexera)
• Possess strong project management capabilities
• Have a solid working knowledge of Linux and familiarity with other platforms (e.g., Windows)
• Have an understanding of foundational DevOps practices, particularly in configuration management, version control systems, and artifact repositories

Responsibilities

• Ensure new customers receive all necessary information, resources, and training. Confirm internal Azul setup is complete
• Guide customers through migrations to Azul technology with strategic advice and planning
• Assist customers in developing detailed project plans, including timelines, resource allocation, and risk management, leveraging Azul templates and best practices
• Support thorough evaluations of existing systems using SAM/ITAM and Azul Migration Tooling (AMT); provide analysis of reports, document findings comprehensively
• Help create migration playbooks and strategies for seamless transitions
• Share best practices for testing and validation to ensure functionality post-migration
• Work with Sales, Customer Success, and Support teams to transition customers and provide updates on migration activities
• Train and support Certified Migration Advisory Partners to ensure they are prepared to manage migration activities effectively
• Serve as a trusted technical advisor, leading troubleshooting sessions, providing recommendations on best practices, and relaying product feedback to product management
• Create and maintain Migration Advisory resources, including playbooks, guidelines, training materials, and partner certification programs
• Act as a liaison for customer inquiries and escalations, ensuring timely responses from the appropriate teams within Azul
• Monitor key customer interactions and gather data to establish ongoing “risk profiles” for major accounts. Maintain customer intelligence in Jira, Salesforce, and Confluence, ensuring well-organized project boards, tickets, and accurate reporting
• Drive attendance of key customers to security reviews and other Azul-sponsored meetings
• Ensure internal systems reflect up-to-date customer information and maintain high standards of organization for all project-related data
• Develop strong, long-term relationships with key customers, understanding their evolving needs, and positioning our solutions and support as a strategic, value-added partnership

Benefits

Remote work option based in Bangalore, Mumbai, or Delhi, India