Customer Success Manager

• The Customer Success Manager serves as a named resource and partner for the Integrations Signature customer organisations. They 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
• They develop deep relationships with their customers’ team members to improve implementation health. This role will also partner across Integrations to provide a unified Signature experience for their customers
• The Integrations Customer Success Manager supports our Signature customers
• 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
• Providing timely, proactive Integration feature guidance based on the areas of interest for your customer
• Acting 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. 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

• Strong problem-solving abilities are necessary for navigating their challenges and finding innovative solutions
• 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
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects
• Proven history in hitting high adoption and renewal targets
• Knowledge of software development process and design methodologies
• Relevant 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
• Experience with MuleSoft and/or a relevant competing platform
• Experience in management consulting services
• Integration certifications