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Responsibilities
The Customer Success Manager roleThe Customer Success Manager is an integral part of our Worldwide Customer Success team at Azul. This role is the liaison between the customer and Azul, ensuring customers have the best possible experience from onboarding throughout their lifetime with Azul. This role will primarily focus on accounts in the Central and Western US.What You'll Do (aka Responsibilities)Customer SuccessOwn the post-sales customer relationship. Execute onboarding sessions with all new Azul customers, providing a “welcome packet” with contact information, useful links to training materials, and other resources.Set proper expectations for the customer journey, including migration, health checks, business reviews, and renewals. Schedule the first business review during onboarding.Lead (plan, prep, coordinate, and execute), in conjunction with the Account Executive, Sales Engineer, and Renewal Sales Specialist (RSS), a series of communications and “check in” meetings throughout the customer lifecycle, including:Welcome meeting with the Sales AE and Pre-Sales Engineers to understand desired outcomes.Regular cadence of check-in meetings.Conduct formal Azul Business Reviews, following the Business Review format: Know the Customer, Planning (Patches, Sec Briefings), and Education (Features, Roadmap, tips and tricks).Follow up reviews of migration plans and progress.Provide product feature updates.Act as a liaison for customer requests, questions, and escalations to ensure issues are received and addressed by the appropriate organizations within Azul in a timely manner.Monitor and gather key customer information related to customer support interactions, cases, and downloads to establish an ongoing “risk profile” of key customers and record health score in SFDC.Maintain internal data systems (SFDC, Clari) with all customer intelligence gathered through research and interaction.Drive attendance of key customers to individual or group Security reviews with the CTO or other Azul-sponsored meetings.Work with RSS and Account Executives to identify renewals risk, mitigate customer churn risk, and identify and facilitate expansion opportunities.What You'll Bring (Experience, Education, Skills)7+ years’ experience in either Customer Success, Customer Support, or Sales Engineer roleBS or MS in a computer science related degreeDemonstrated experience in a technical role, preferably in software or a complimentary industryDemonstrated experience working directly with prospects and customers via in-person, virtual, and email engagementProject management experience (a plus)Strong understanding of Java/JVM, performance tuning, and application deployment models (on-premises, cloud, containerized) (preferred)Familiarity with CRM tools (e.g., Salesforce/Clari) and data-driven success metricsExcellent presentation skills, as well as verbal and written communication skillsWhat we OfferComprehensive compensation and healthcare packagesEquity Program – be part of our successReferral ProgramWork-life balance, remote-first, paid time off, company shutdown, holidaysWork with top experts worldwide who contribute to the Java ecosystemOur Culture & ValuesManiacal Customer FocusInnovation & ExcellenceInitiative & CourageImpact & InfluenceIntegrity & TransparencyDiversity, Inclusion & TeamworkAdditional informationAzul participates in E-Verify.Employment at Azul is contingent upon completion of reference and background checks.
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