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Sr Customer Success Manager

Expired Job

CA Technologies Plano , TX 75023

Posted 5 months ago

Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It's our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.

As a Sr. Customer Success Manager, you'll be managing a portfolio of customers who utilize our Agile Management products including CA Agile Central and CA Project & Portfolio Management. You will assist these customers to achieve their intended outcomes by leveraging the CA Technologies digital ecosystem to execute programs that drive adoption and version currency. You will help customers maximize the value they receive from our products, deliver a positive and integrated customer experience which leads to positive renewal outcomes.

Key Responsibilities

  • Drive customer adoption and success with CA Technologies solutions within a defined geographic region and/or set of customers.

  • Understand customer's overall use of CA Solutions, Services, Education and Support services.

  • Understand customer's business priorities, overall technology landscape, and organization to ensure proper use of Support processes and escalation procedures, to drive desired business outcomes CA Technologies solutions.

  • Act as internal advocate across CA functions to ensure the appropriate resources are engaged to address obstacles impeding customer's adoption.

  • Provide proactive Onboarding support to designated customers as new CA solutions are acquired to ensure a positive customer experience and expedite time to value with the new solution.

  • Develop strong relationships with key customer stakeholders/decision makers/end users to fully understand your customer's intended outcomes and drive plans to achieve them

  • Promote customer participation in CA Communities and use of available knowledge base and online support tools such as CA Support Online.

  • Drive renewal readiness efforts by documenting licensed technology, customer owners, and usage status to share with virtual account team members as necessary for License Agreement renewal.

  • Understand and document adoption and relevance of all licensed CA Technologies solutions for assigned accounts through GainSight and ensure internal stakeholders (Digital Sales, Renewals, Solution Strategists, etc) are aware of any limitations to adoption or risks to renewal.

  • Coordinate adoption-enhancing activities to mitigate any identified risk.

  • Build and maintain strong working relationships with colleagues in Sales, Services, Support, SaaS Operations, Engineering and Product Management teams to ensure synergy and cooperation in customer activities.

  • Ensure notification of major software releases and any End of Service/End of Life announcements are delivered appropriately to the customer.

Qualifications:

  • Ability to communicate effectively at all levels including senior management and technical personnel.

  • Typically 5+ years of experience in the IT industry in a customer success or other client facing role, with a solid understanding of Agile software development and Project/Portfolio management principles.

  • BA/BS (MBA/Master preferred)

  • Experience working with complex, multi-divisional, multi-geographical customers

  • Ability to build solid working relationships and communicate effectively remotely (e.g. phone, email, webcast, etc)

  • Ability to work within a highly matrixed, cross-functional, fast-paced organization

  • Passion for delivering an outstanding customer experience in a technology setting

Plano (Agile Ops & Security):

As a Sr. Customer Success Manager, you'll be managing a portfolio of customers who utilize our Agile Operations or Security products. You will assist these customers to achieve their intended outcomes by leveraging the CA Technologies digital ecosystem to execute programs that drive adoption and version currency. You will help customers maximize the value they receive from our products, deliver a positive and integrated customer experience which leads to positive renewal outcomes.

Key Responsibilities

  • Drive customer adoption and success with CA Technologies solutions within a defined geographic region and/or set of customers.

  • Understand customer's overall use of CA Solutions, Services, Education and Support services.

  • Understand customer's business priorities, overall technology landscape, and organization to ensure proper use of Support processes and escalation procedures, to drive desired business outcomes CA Technologies solutions.

  • Act as internal advocate across CA functions to ensure the appropriate resources are engaged to address obstacles impeding customer's adoption.

  • Provide proactive Onboarding support to designated customers as new CA solutions are acquired to ensure a positive customer experience and expedite time to value with the new solution.

  • Develop strong relationships with key customer stakeholders/decision makers/end users to fully understand your customer's intended outcomes and drive plans to achieve them

  • Promote customer participation in CA Communities and use of available knowledge base and online support tools such as CA Support Online.

  • Drive renewal readiness efforts by documenting licensed technology, customer owners, and usage status to share with virtual account team members as necessary for License Agreement renewal.

  • Understand and document adoption and relevance of all licensed CA Technologies solutions for assigned accounts through GainSight and ensure internal stakeholders (Digital Sales, Renewals, Solution Strategists, etc) are aware of any limitations to adoption or risks to renewal.

  • Coordinate adoption-enhancing activities to mitigate any identified risk.

  • Build and maintain strong working relationships with colleagues in Sales, Services, Support, SaaS Operations, Engineering and Product Management teams to ensure synergy and cooperation in customer activities.

  • Ensure notification of major software releases and any End of Service/End of Life announcements are delivered appropriately to the customer.

Qualifications:

  • Ability to communicate effectively at all levels including senior management and technical personnel.

  • Typically 5+ years of experience in the IT industry in a customer success or other client facing role, with a solid understanding of Agile Ops (Network, Application and System performance monitoring solutions) or Security (Identity & Access Management solutions) capabilities.

  • BA/BS (MBA/Master preferred)

  • Experience working with complex, multi-divisional, multi-geographical customers

  • Ability to build solid working relationships and communicate effectively remotely (e.g. phone, email, webcast, etc)

  • Ability to work within a highly matrixed, cross-functional, fast-paced organization

  • Passion for delivering an outstanding customer experience in a technology setting

More About Working at CA:

CA has earned scores of Workplace Excellence awards in the last few years and there's a reason for that. Here you'll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package all while pushing the boundaries of what's possible by collaborating with a diverse team of global innovators. In short, CA's fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.

We offer competitive salary, company-sponsored premium Medical/Prescription & Dental Plans, company-paid Holidays, Vacation, Anniversary Service and Sick Days, 401(k) Plan, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program.

Learn more about CA Technologies and this opportunity now at http://ca.com/careers

We and all of our subsidiaries are equal opportunity employers. As such, it is our corporate policy to fill positions with qualified candidates regardless of the candidate's race, color, sex, age, religion, ancestry, national origin, citizenship status, marital status, sexual orientation, gender identity, genetic information, disability, pregnancy, military status, veteran status or any other protected group status.

Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employees. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.

If you require an accommodation with the online application process, please contact Talent Acquisition at 1-800-454-3788.

EOE/Min/Women/Veterans/Disabled

Nearest Major Market: Plano

Nearest Secondary Market: Dallas


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Sr Customer Success Manager

Expired Job

CA Technologies