What are the responsibilities and job description for the Customer Success Manager position at Panaya?
Panaya is the market leader in ERP and CRM change intelligence. Panaya SaaS solutions for change intelligence reduce the time, cost, and risk involved in the delivery of change to business applications like SAP®, Oracle® EBS, and Salesforce.com. Powered by cutting-edge data aggregation and machine learning algorithms, we deliver deep insights that help organizations determine dependencies, accelerate testing, and ensure business continuity. With Panaya, organizations can have the peace of mind they need to freely and rapidly evolve.
Panaya was selected as the 14th best Hi-Tech company to work for in Israel in the DUN’s 100 top companies for 2022, as well as awarded by Gartner and Forrester.
What Will You Do?
As a Customer Success Manager, you are responsible for managing all aspects of the company’s relationship with its existing customers.
You will be responsible for ensuring customer satisfaction and account health, as well as strengthening the ongoing relationship with your customers by providing top-quality technical services.
The Customer Success Manager is expected to ensure customer renewals, nurture expansion opportunities, and increase sales to your existing customers. Your primary goal will be to retain and grow accounts in your portfolio.
The portfolio will mostly include accounts from LATAM region and will require bi-lingual communication skills in Spanish and / or Portuguese.
Key Responsibilities:
Panaya was selected as the 14th best Hi-Tech company to work for in Israel in the DUN’s 100 top companies for 2022, as well as awarded by Gartner and Forrester.
What Will You Do?
As a Customer Success Manager, you are responsible for managing all aspects of the company’s relationship with its existing customers.
You will be responsible for ensuring customer satisfaction and account health, as well as strengthening the ongoing relationship with your customers by providing top-quality technical services.
The Customer Success Manager is expected to ensure customer renewals, nurture expansion opportunities, and increase sales to your existing customers. Your primary goal will be to retain and grow accounts in your portfolio.
The portfolio will mostly include accounts from LATAM region and will require bi-lingual communication skills in Spanish and / or Portuguese.
Key Responsibilities:
- As the primary liaison, you will be the face of Panaya to the customer at the same time representing customer’s interests internally with other teams in Panaya
- Lead all aspects of customer account management including renewals, expansion, and upsell opportunities
- Lead the customer’s journey with Panaya by being the customer’s point of contact including on-boarding, methodology consultancy, and best practices
- Build strong and positive relationships as a trusted advisor with clients at various levels
- Promote product updates and adoption to the customer, identify opportunities to showcase Panaya use cases, help customers leverage value and achieve their objectives
- Advocate as the voice of customers within the company
- Learn and maintain technical expertise on product capabilities, use cases, and best practices
- Support your clients and prospects with expertise about different tool related questions
- Fluency in English is a required
- Fluency in either Spanish or Portuguese and business conversational skill in the other is required
- At least 5 years of client-facing experience in implementing Enterprise applications like SAP or Oracle EBS in a techno-functional or DevOps leadership role.
- Experience as a Customer Success Manager \ Technical Account Manager for SaaS enterprise software in DevOps will be preferred
- Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role
- Ability to handle high-pace sales processes and management of multiple customer accounts
- Knowledge about the software development life cycle and DevOps. Certifications like PMP, SAFe are preferred.
- Customer service and technical support abilities, strong analytical and problem-solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail, and self-motivation.
- Business orientation and analytical thinking.
- The ability to work in a dynamic, cross-functional, team-based environment
- Ability to communicate and negotiate with C level executives and decision makers and Procurement / contracts teams