Requirements
- Strong problem-solving abilities are necessary for navigating their challenges and finding innovative solutions ,
- Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture ,
- Experience with MuleSoft and/or a relevant competing platform ,
- 4+ years’ experience in management consulting services ,
- Proven history in hitting high adoption and renewal targets ,
- Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level ,
- Skills for analysing technical concepts, translating them into business terms, and mapping business requirements into technical features ,
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners ,
- Knowledge of software development process and design methodologies ,
- Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects
What the job involves
- The Senior Customer Success Manager serves as a named resource and partner for the MuleSoft Signature customer organisations ,
- They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through signature contract renewal and growth opportunities ,
- They develop deep relationships with their customers’ team members to improve implementation health ,
- This role will also partner across MuleSoft to provide a unified Signature experience for their customers ,
- The MuleSoft Customer Success Manager supports our UK Signature customers ,
- Strong problem-solving abilities are necessary for navigating their challenges and finding innovative solutions ,
- You'll serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion ,
- Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature ,
- Help your customers achieve their business goals and outcomes on the MuleSoft platform by: ,
- Coordinating the completion of the Signature Success catalog of services as required for your customer ,
- Providing timely, proactive MuleSoft feature guidance based on the areas of interest for your customer ,
- Acting as an advisor to your customers for the adoption of new features of MuleSoft’s annual release schedules and identifying potential challenges and risks to your customer's implementation ,
- Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so customers can renew Signature Success ,
- Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues ,
- The CSM may be required for occasional travel to customer sites, depending on the customer’s need
