Principal Customer Success Manager

Description

Principal Customer Success Manager JobDescription
Category: 540 – Customer Success

Who Are We -
Aryaka is the global leader in fully managed SD-WAN and SASEservices. Delivered as-a-service for a variety of modern deployments, we makeit easy for enterprises to consume network and network security solutions.
Aryaka uniquely combines innovative SD-WAN and security technology with aglobal network and a managed service approach to offer the industry’s bestcustomer and application experience. Coupled with being recognized for the2nd year in a row by Gartner’s “Voice of the Customer and listed on the “Inc. 5000
America’s Fastest-Growing Private Companies” our customers includehundreds of global enterprises, including several from the esteemed Fortune100. We have strong partnerships with companies that include Palo Alto
Networks, Check Point Software Technologies, as examples, and we are backedby incredible investors that include Goldman Sachs, Third Point Ventures, andothers. We are actively seeking top talent to join our growing team. Are youready?

Why Aryaka –
We have won “Great Places to Work” World-Wide for 4 consecutive years because we have an amazing company culture that is inviting, collaborative,supportive, and inclusive to our employees. We encourage our employees toexpand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listento our employees and their ideas. We have an amazing group of very respected“Thought Leaders” who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our “Women In Technology” Program and “AryakaCares” Program as well as others. Our Benefits are WorldClass, we have flexible PTO, and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion,and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the “whole person” without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

You will have –

• BA/BS degree in Business, Computer Science, or closely related field or equivalent work experience
• 10+ years of experience in Customer Success Management, and/or Business Strategy or related Customer-facing Sales roles
• Extensive experience in balancing multiple priorities and deadlines
• Pre-sales, account management, customer success, consulting or similar roles related to driving customer success, adoption and contract renewals,along with customer facing sales/services experience
• Extensive experience in analyzing customer data to identify best practices and adoption recommendations
• Exceptional organizational skills
• Demonstrated ability to mentor fellow Customer Success Managers at a regional or global level
  

Good for you to have –

• Demonstrated ability to build strong working relationships across all levels of the organization.
• Demonstrated ability to drive Customer Experience thought leadership across the company
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.Preferably holds Project Management or Service Delivery qualifications such as PMP, PRINCE2, and ITIL.
  

You Will Definitely Possess These Skills –

• 8-10 years of Telco Networking background with circuits experience and/or SASE cybersecurity experience in a customer facing role.
• Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or in cybersecurity
• Extensive experience with a SaaS solutions and/or an enterprise managed services company
• Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results.
• Extensive experience in identifying key customer stakeholders to engage and build relationships without direct supervision.
• Extensive experience in influencing teams across the organization to achieve desired customer outcomes.
• Extensive experience driving value realization, adoption and contract renewal motions as well as Upsell / Cross-sell engagements together with Sales
• Passionate about driving and tracking a consistent engagement process with all supported customers.
• Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Positive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by Aryaka’s company values
  

Bird’s eye view of your role –

Aryaka, the Cloud-First WAN company, brings agility, simplicity and a great experience to consuming the WAN-as-a-service. An optimized global network and innovative technology stack delivers the industry’s #1 managed SD-WAN service and sets the gold standard for application performance. Aryaka’ s Smart Services platform offers connectivity, application acceleration, security, cloud networking and insights, leveraging global orchestration and provisioning. The company’s customers include hundreds of regional and global enterprises including several in the Fortune 100.

• Lead the company’s most strategic customer's onboarding, adoption,expansion and renewal experience motions
• Be the customers’ guide through the entire post-sales journey, and advocate in influencing Aryaka offering roadmap and improvements.
• Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive offering adoption -  consult them on when to consider expanding their usage, adopt new functionality, how to reduce time to value, ensure contract renewals and expand upsell /  cross-sell opportunities
• Coach customers on how to establish and implement their Network and Security change management, governance, the center of excellence programs
• Work with the Global Support team to achieve customer success.

• Develop and execute Success Plans to ensure customers realize the value of their Aryaka investment
• Gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their network and security  environments, as well as provide proactive information, guidance,and support.
• Drive customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate customer concerns and ensure renewal readiness.
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team.
• Monitor key performance metrics like customer satisfaction, renewal rate, offering upsell/cross-sell identification, reference-ability, adoption, consumption, and  customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics.
• Proactively engage Customer Support and Engineering to monitor and resolve complex technical issues.

• Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team.
• Work closely with Sales management and other key leadership in the Sales, Marketing, Support, Product Management and Legal organizations.
  

What Are Your Performance Objectives –

• Aid in tracking and reporting territory coverage model
• Knowledge of Account, Opportunity, and Territory Alignment in Salesforce
• Renewals, Churn/Downgrade, Upsell/Cross-sell bookings and revenue forecast process/pipeline/forecast management
• Liaison between Sales and other functional groups including Legal, Product, Finance, and Support
• Provide ad hoc analysis to Management as requested
• Manage Health scoring on all assigned strategic customers
• Participates in daily and weekly team meetings and conference calls
• Renewals management – Account True ups
• Order processing – Opportunity management – working with field to ensure quotes are accurate and approved based on standard T&C’s as well as Closing Won/Lost Opportunities
• Perform other duties and projects as assigned.
  

What is in it for you? (EVP – Employee Value Proposition)

• Work for a global, fast-growing Unified SASE innovator.
• Be a part of a company culture that embraces diversity and inclusivity
• Aryaka was named one of the INC. magazines best places to work for 2020 Aryaka Networks, Inc. is an equal opportunity employer.All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.