Customer Success Manager

Software AG simplifies the connected world. Founded in 1969 it helps deliver the experiences that employees, partners and customers now expect. Its technology creates the digital backbone that integrates applications, devices, data and clouds; empowers streamlined processes; and connects “things” like sensors, devices and machines. It helps 10,000+ organizations to become a truly connected enterprise and make smarter decisions, faster. Our story goes beyond technology. We put people first – employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation. Our size means everyone has an impact and every voice is valued. We are big enough to compete and small enough to care. Be you, join us. Customer Success Manager – Aris As the Customer Success Manager, you will work with key decision-makers in our customers to enable them to be as successful as possible. You’ll work closely with other departments in Software AG to be responsible for the post-sales journey for a portfolio of customers in Software AG’s Aris business unit. By ensuring their ongoing adoption and success, you’ll contribute to retention, renewals, and increased opportunities for growth. By joining a new and dynamic team, you will also work to contribute to the Customer Success discipline in Software AG that is rapidly growing and improving. Essential Duties and Responsibilities

• Manage post-sales relationship with your customers in close alignment with Sales
• Proactively track and drive adoption of our software against success plans
• Monitor ongoing state and alignment to goals via quarterly business reviews
• Act as a conduit of information between our customers and Software AG, such as between customers and product for features, or customers and marketing for reference stories
• Coach, mentor and provide recommendations to customers
• Develop and maintain trusted advisor status over long-term periods
• Manage escalations along with support, sales, services, and other departments
• Identify and recognize new sales opportunities.
• Be responsible for retention rates in a defined customer set
• Contribute towards overall account planning and strategy.
• You will advise customers on the development and implementation of complex solutions based on the Aris products.

Minimum Requirements

• Prior success in a customer-facing role such as customer success, consulting, pre-sales, technical account management or equivalent functions
• Great presentation, communication, and interpersonal skills – both remote and in-person
• Track record of achieving targets and goals/quotas
• Self-motivated and strong organization/time management skills
• Experience in running large, complex projects or programs
• Ability to lead technical/in-depth conversations
• Handled difficult customer situations and escalations
• Proactive and open to working cross-functionally with sales, services, support, and other peers
• Willingness and ability to travel as required to spend time with customers
• You have been part of process management, risk management and/or compliance management functions or projects and have experience implementing and working with professional software tools supporting those functions, i.e., process management and governance, risk & compliance management (GRC) products.

Nice to Haves

• You have experience with using or even implementing ARIS (absolute plus) or a similarly mature product.
• You have been part of key transformation, operational excellence, compliance or risk management projects as a consultant and subject matter expert or as a project manager or as both.
• Business fluent in English and Arabic

What’s in it for you?

• Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.
• Enjoy time and location flexibility with our Hybrid Working Model, which allows a remote workshare of up to 60%. Work anywhere in your country or abroad for up to 10 days per year.
• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.
• Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.

At Software AG we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteristic protected by applicable law. We believe that diversity, equity, and inclusion is critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool. To all recruitment agencies: Software AG does not entertain unsolicited CVs without prior approval from Software AGs Talent Acquisition Team. Kindly refrain from sending CVs to our job’s alias, Software AG employees, or any other organizational location without explicit consent. Software AG assumes no responsibility for any fees associated with unsolicited CVs. #LI-MK1
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