1+ months

AppD Customer Success Manager (4676)

Cisco Systems Inc.
Melbourne, VIC 3000
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Senior Customer Success Manager

Customer & Revenue Organization | APAC

About AppDynamics:

AppDynamics is an application performance monitoring solution that uses machine learning and artificial intelligence (AI) to provide real-time visibility and insight into IT environments. With our unique AIOps solution, you can take the right action at exactly the right time with automated anomaly detection, rapid root-cause analysis, and a unified view of your entire application ecosystem, including private and public clouds.  Using AppDynamics, youll finally align IT, DevOps, and the business around the information that helps you protect your bottom line and deliver flawless customer experiences at scale.

About the role:

As a Senior Customer Success Manager (CSM), you will be responsible for the strategic account management of a portfolio of AppDynamics most strategic customers in the APAC region. You will work closely with a variety of internal and external parties key business/technical stakeholders, internal champions, cross-functional teams - to ensure our customers are realizing rapid time-to-value in the form of specific business outcomes and in general, maximum value from their investment in AppDynamics.

In collaboration with the rest of our go-to-market organization and an eye towards scale, you will play a pivotal role in defining a holistic customer journey which driving exceptional customer retention rates.  Your performance will be directly measured against license consumption, net recurring revenue, and overall usage of AppDynamics.

Day-to-day responsibilities will include and require - a mixture of strategic relationship management, sales acumen, and technical expertise.  Think of yourself as the customers Chief Adoption Officer. Given the complexity of the large enterprise environments were servicing, a Sr. CSM will be expected to play the role of subject matter expert regarding product features and customer use cases, in addition to strengthening relationships with key stakeholders and identifying expansion opportunities for the business.

Key responsibilities:

  • Ownership of overall relationship with our most strategic enterprise customers; performance measured against product adoption and net recurring revenue metrics.

  • Establish a trusted advisor relationship which spans both technical expertise and strategic account management.  Focus on driving new relationships, opening doors to new uses cases / champions / applications teams, and in general, elevating AppDynamics within each environment.

  • With each customer, develop a Joint Success Plan (JSP) to guide conversations and track daily activities required for our customers achieve specific, strategic business outcomes.

  • Help each customer navigate AppDynamics including our Product, Support, Sales & Renewals teams. 

  • Become a proficient user of our software, with the ability to demo our product to customers, and lead customers through in-depth conversations about product features and use cases.  Act as initial gatekeeper for customer escalations and properly triage or directly address these situations.

  • Identify and nurture internal champions for advocacy and retention/expansion opportunities for our business.

  • Provide scheduled and as-needed operational reviews with the customer.

  • Track product adoption and success demonstrate account health through KPIs tied to business outcomes.  Play an active role in building a truly data-driven organization.

  • Play an active role in building our customer success playbook / and JSP delivery methodology.

Qualifications:

  • Holds a bachelors degree or equivalent work experience.

  • Minimum of 3 years (ideally 5+) work experience in a technical, business-facing role, including, but not limited to: pre/post-sales consulting, professional services, management consulting, and technical program management. 

  • Technical acumen necessary to understand what AppDynamics is, and the problems it solves.  No direct experience required, but any prior experience with AppDynamics or APM and DevOps solutions is a big plus.

  • Understanding of the business goals that our customers are trying to achieve: reducing number of incidents, incident duration, and driving increase in customer experience and perception.

  • Experience building, selling, or supporting enterprise software, ideally enterprise SaaS.

  • Successful experience in growth-oriented environments and the ability to meet/exceed aggressive timelines and business metrics; hunter mindset who will assist our field organization in capturing new business. 

  • Experience and high comfort level building and strengthening relationships with executive-level business and technical stakeholders. 

  • Able and willing to travel as the job requires, up to 40%.

  • Familiarity with Salesforce and Gainsight a plus.

Benefits:

We take great pride in the award-winning culture at AppDynamics.  For example:

  • Medical, dental, vision coverage.

  • 401k match (4.5%)

  • Wellness perks (gym, hobbies, education, store discounts, personal finance).

  • 4 weeks paid time off (PTO), 5 days volunteer time off (VTO), 14 holidays (including 1 birthday PTO and 1 floating holiday).

  • Mandatory company shut down between Christmas and New Years.

  • Free shuttle service and pre-tax commuter benefits.

Just a Note:

Note to Recruiters and Placement Agencies: AppDynamics does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any AppDynamics employee. AppDynamics 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 property of AppDynamics.

AppDynamics is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other unlawful factor.  AppDynamics complies with all applicable laws, including those regarding consideration of qualified applicants with criminal histories (such as the San Francisco Fair Chance Ordinance).  If your disability makes it difficult for you to use this site, please contact talent@appdynamics.com.  AppDynamics participates in E-Verify.

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Posted: 2019-06-26 Expires: 2019-11-16

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AppD Customer Success Manager (4676)

Cisco Systems Inc.
Melbourne, VIC 3000
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