Manager, Digital Customer Success Team

Flexera; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Team Manager for their Digital Customer Success Team. This role is pivotal in driving customer engagement, adoption, and retention through innovative technology and data-driven insights. You will lead a team of up to 8 professionals, ensuring they deliver exceptional value to customers while implementing operational efficiencies. The ideal candidate thrives in a fast-paced environment, possesses strong organizational and leadership skills, and is passionate about customer success. Join a forward-thinking company committed to transforming the software industry and making a substantial impact in the market.

Qualifications

• Minimum of two years leading a team in customer experience projects.
• Proven analytical approach using data for decision-making.

Responsibilities

• Lead and develop a high-performing team of Digital Customer Success Managers.
• Manage workload distribution and ensure team efficiency.

Skills

Communication

Organizational Skills

Project Management

Creative Thinking

Analytical Thinking

Stakeholder Management

People Management

Job description

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

Manager, Digital Customer Success Team

Flexera is looking for a Team Manager to run Digital Customer Success Managers. This team is here to drive scaled customer engagement, adoption and retention through automation, technology and data-driven insights. This role is ideal for a high-energy manager who is a customer-focused professional who thrives in a tech-enabled digital-first approach to customer success. The Manager will look after a team of up to 8 people as well as work with a small number of customers to help manage a portfolio of customers at scale, ensuring they receive value through automation touchpoints, in-product guidance, self-service resources and digital engagement strategies.

This position will be part of Flexera’s Digital Customer Success Team within the Solutions Success Organisation. This role will be a significant contributor to Flexera’s #1 strategic priority: CUSTOMER SUCCESS. We are looking for a passionate individual that is open to trying new things, getting things done, and challenging the status quo.

The Manager of the Digital Customer Success Team will have vast field and practitioner experience in the industry, and a record of success leading complex projects and delivering business outcomes to their organizations. You will develop a deep understanding of the Flexera solutions from Cloud to On-Premises, and help customers convert that into outcome-based success.

The Manager of the Digital Customer Success Team is outstanding at tracking projects and are organized, structured people that know how to influence and get others to support their cause. They can translate from technical to C-level language and back, align resources and connect the dots. They create connections and put their customers first in every interaction, without losing track of Flexera’s business.

You are self-motivated, highly organized, strategic and results-oriented. You’re a natural when it comes to building relationships and love to get things done. You thrive working with customers at scale and can build rapport quickly, gaining understanding and trust through ongoing dialogue and results.

What the role is all about...

The Manager of Digital Customer Success Team works together to provide a seamless and best-in-class self-service experience to empower our customers and partners to accomplish more with their Flexera products and services independently.

You are the face of Flexera, inspiring customers and colleagues, and creating a world-class digital experience. You will effectively coordinate onboarding activities, cross-functional.

Responsibilities:

• Lead, motivate and develop a high-performing team of Digital Customer Success Managers of a team of up to 8 individuals.
• Self-starter who can be proactive and dynamically adapt to ongoing fast-paced change.
• Manage workload distribution and ensure team efficiency.
• Be a player-manager, as well as managing the team to get involved with a smaller number of customer engagements.
• Identify and implement operational efficiencies for the team.
• Track and report performance and KPI metrics for reporting.
• Provide cross-functional interlock with other areas of the business.
• Execute the Digital engagement strategy to support a large customer base efficiently.
• Utilize automated & manual onboarding activities, campaigns and self-service resources to drive product adoption.
• Leverage customer telemetry, health scores and product usage data to help drive proactive outreach and interventions where required.
• Work with many teams beyond your direct organization to ensure successful completion and transition of projects into business as usual.
• Be an evangelist who will use data and customer successes to drive internal commitment and business transformation.
• Establish KPI reporting on the Flexera community and report out to the wider business to showcase adoption and impact. Potential to extend to other aspects of the customer journey.

Skills:

• Communication – excellent communication skills. Understand how to drive and engage conversations. Ability to persuade and motivate people.
• Organizational and project management skills – ability to manage multiple projects and maintain many moving parts at the same time.
• Creative & Analytical thinking – ability to come up with new creative ideas to engage and inspire participation.
• Management Reporting, understanding and driving operational effectiveness across the team.
• Stakeholder management, ensuring you’re able to effectively liaise with the team and senior management.
• People Management – ensuring that the team and people development is vitally important in having a high-functioning team.

Requirements:

• Minimum of two years’ experience with leading a team that delivers customer experience projects, initiatives and programs, ideally for a SaaS software company.
• Able to showcase a track record of successfully planning, organizing, and managing cross-functional projects and programs by developing processes that drive clarity and simplify operational processes.
• Proven analytical approach with experience of using quantitative and qualitative data to make decisions and achieve measurable business outcomes.
• Strong organization, strategic and leadership skills with executive presence.
• Ability to build a collaborative environment within the Success organization and wider Flexera business.
• Experience working with customers ideally within a SaaS software company. An understanding of how software is bought, sold, and supported. Experience with ITAM, SAM, FinOps and Cloud initiatives would be highly desirable.

Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.

Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.

We encourage candidates requiring accommodations to please let us know by emailing [e-mail].