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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, focusing on strategic relationship building, revenue growth through upselling and cross-selling, and effective risk management to minimize churn. Proficient in utilizing operational tools and collaborating across teams to enhance customer satisfaction and drive product adoption.
Highest-signal resume keywords
Customer Success ManagementSaaS ExperienceRevenue Growth StrategiesMS Office/Teams ProficiencyITIL Foundations Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Relationship ManagementUpsellingCross-SellingKPI MonitoringCustomer DocumentationCustomer Success PlansRisk ManagementBusiness ReviewsProblem-SolvingMulti-Tasking
Soft Skills
Excellent Communication SkillsPersonal OrganizationInterpersonal AptitudeAbility to Excel Under PressureStrong Work Ethic
Tools & Technologies
SalesForceServiceNowJiraConfluencePower BI
Certifications & Qualifications
ITIL Foundations
Industry Keywords
Customer EngagementNet Revenue RetentionCloud SolutionsCustomer SatisfactionNPS
Tech Stack
Tools & technologiesCloudServiceNow
About the role
Key responsibilities & impact- Own assigned strategic customer relationships and partner with accounts throughout the customer journey
- Grow annual recurring revenue through upsell and cross-sell opportunities
- Minimize churn and down-sell through risk management
- Identify adjacent opportunities for upsells and cross-sells
- Maximize customer utilization and adoption of Axway solutions
- Co-innovate with customers and coordinate Axway team members around business use cases and new product functionality
- Establish and monitor KPIs such as net revenue retention and net contract retention
- Deliver periodic reports
- Drive excellent customer satisfaction measured by NPS
- Prepare and maintain comprehensive customer success plans
- Develop and share best practices with team members
- Collaborate with sales, product, engineering, marketing, and professional services teams
- Maintain clear customer documentation
- Host and lead customer business reviews
Requirements
What you’ll need- At least seven (7) years of direct customer success/engagement management experience
- At least five (7) years of pertinent technology experience in tech software and cloud (SaaS) disciplines
- Proven experience with MS Office/Teams, SalesForce, ServiceNow, Jira, Confluence, PBI and/or equivalent operational tools
- Relevant University Degree or equivalent work experience
- Experience and success working with senior and executive-level customer contacts
- Excellent written and verbal communication skills
- Excellent personal organization and problem-solving skills
- Ability to excel under pressure and meet deadlines
- Strong work ethic; ability to self-start, prioritize, and multi-task
- Strong interpersonal aptitude and ability to build trust quickly
- ITIL Foundations qualifications preferred
Benefits
Comp & perks- Health coverage
- Retirement plans
- Paid time off
- Flexible work
- Career development
- Competitive pay
- Global culture perks