Customer Success Manager

USA | 10+ Years

AppViewX is revolutionizing the way NetOps and DevSecOps teams deliver Machine Identity Management and Application Delivery Automation solutions services to Enterprise IT. The AppViewX Platform is a modular software application that enables the automation and orchestration of network infrastructure using an intuitive, context-aware, visual workflow. It quickly and easily translates business requirements into automation workflows that improve agility, enforce compliance, eliminate errors, and reduce cost. AppViewX customers are among the world’s most demanding Fortune 1000 organizations in financial services and banking, healthcare, oil and gas, manufacturing, and high tech.

Today, with Gartner Peer Insights rating of 4.9 out of 5, AppViewX automates NetOps, SecOps, and DevOps for six of the top ten global commercial banks, five of the top ten global media companies, and five of the top ten managed healthcare providers. AppViewX is headquartered in New York, U.S. with additional offices in U.K., Australia and three development centers of excellence in India.

Job Summary:

Customer Success Manager plays a key role in driving Customer onboarding, adoption of products, and identifying new business opportunities for customers by being a customer advocate. As a CSM you work closely with customers to discover their business objectives/challenges and then coach them on how to use AppViewX to solve them. Part coach, project manager, product expert, and Customer Success Manager are continually focused on helping our customers attain value through AppViewX.

Nature and Scope of the Role:

Onboarding

  • You will be responsible for ensuring AppViewX customers are wildly successful, including customer on-boarding, user training, adoption, retention, renewal, expansion, referral and advocacy
  • You will ensure customers derive maximum value from their investments in AppViewX
  • You will identify, develop and work with sales on new opportunities for expansion
  • You will implement a flawless repeatable on-boarding process and work cross-functionally with our support/on-boarding and services team as well as our partners to ensure successful deployment and best in class customer experience
  • You will 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
  • You will work cross functionally with Solution Engineering, Product Management and Product Support to ensure Customer Satisfaction
  • You will work cross functionally with Solution Engineering, Product Management and Product Support to ensure Customer Satisfaction
  • You will own a Book of Business driving product adoption, user experience to ensure these product renewals
  • You will conduct and chair Quarterly and Executive Business Reviews with customers
  • You will travel and visit customers across the US, as required

What do Customer Success Coaches come armed with?

  • You have 5+ years in a customer facing role with 2+ years in a role in IT, technical sales, network administration, system administration, or support
  • You have a proven track record of executing in a customer-first, customer-centric and customer obsessed environment
  • You possess a deep appreciation for Customer Experience and CS metrics such as Time to First Value, Time to Optimal Value, ROI and LTV
  • You have experience working with an enterprise solution sales team and partnering with account executives in development and closure of sales opportunities
  • You have familiarity with IT networking and security concepts, and industry trends
  • You have excellent verbal and written communication skills

All qualified applicants will be considered regardless of their color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. Attractive compensation (salary and bonus) with benefits including 401K program, medical, dental and vision benefits as well as employer-provided life insurance will be provided. Equal opportunity for the win.

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