E21-291 Customer Success Manager

Job Title

 Customer Success Manager
 

Location

 Global

Travel

Yes

Job Purpose

The Customer Success Manager (CSM) works with our most strategic customers along with  internal Kofax groups to build long term relationships and drive customer success and satisfaction with Kofax Solutions, ensuring customers realize the full value of Kofax Solutions.

The ultimate objectives of the CSM position is a positive, unqualified, reference from the customer and continual growth of the customers Kofax solutions footprint. 

The CSM will achieve this outcome by developing and maintaining a clear understanding of the customer’s key objectives and success outcomes for Kofax solutions. The CSM will have the ability to link those outcomes to the detailed success plan and will monitor and communicate to ensure the outcomes are aligned to the goals, and parties are aligned. CSMs will identify issues or conflicts and act as an advocate for the customer in their resolution. 

The CSM is not intended to replace any other role or position that would normally be involved from Professional Services, Technical Support, Products, Marketing or Sales. This position will interact with all these groups to assure the Kofax team is operating in lockstep and achieves the goal of a satisfied and referenceable customer. 

They will also help manage customer expectations relative to timing, deliverables, functionality, and a variety of issues that often arise in complex solutions that involve multiple growth products.

Key Responsibilities

• Customer Success Managers are responsible for becoming experts in customer use cases, needs and business outcomes to proactively identify how our products, services and value proposition can best drive and support our customers’ journey.
• You will develop an understanding of Kofax products, solutions, and services to provide high value-add advice to customer stakeholders at all levels.
• You will drive adoption of Kofax solutions at all stages of the customer journey, while building high customer satisfaction, maximizing the value of customer investment, and converting them to Kofax promoters.
• You will also act as the voice of your customers internally at Kofax, providing feedback and insights on how Kofax can better serve our customers.
• Collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Kofax products.
• Create a joint success plan (JSP) with customers and internal Kofax account teams.
• Drive adoption of Kofax products, maximizing customer investment and accelerating time-to-value.
• Act as a trusted/strategic advisor to each customer helping to drive continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Qualifications

• At least 3 years’ experience in a Customer Success Manager role or similar.
• 5+ years’ experience in Professional Services and/or Presales.
• General knowledge and experience with the SaaS/Enterprise Software Solutions, and the demonstrated ability to learn and understand enterprise software products and business solutions.
• Solid experience, either technical or business related to Financial process automation or Intelligent automation. 
• Excellent listening, communication, and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level. Ability to influence through persuasion, negotiation, and consensus building.

• Business level English mandatory as well as other required languages based on Geographic assignment (German, French)

Skills and Knowledge Required

• Has Customer Success, Presales, Professional Services experience
• Strong team and mentoring skills and experience
• Project Management experience for large enterprise accounts a bonus
• Track record of becoming a trusted advisor to customers
• Able to interact well with multiple internal disciplines (PS, TS, Products and Sales)

Kofax, Inc. is an Equal Opportunity Employer M/F/Disability/Vets