Technical Customer Success Manager
Avantra puts customer experience at the heart of everything we do; we know that if we provide an amazing experience our customers will stay with us for life and recommend us to both their friends and network. For this reason, we are proud to have one of the best customer retention and customer satisfaction rates in the industry (94%).
Avantra is growing fast and, as a result, we are looking for a proactive Technical Customer Success Manager for customer on-boarding and roll-out management for Europe, in addition, this role will be responsible for the coordination of all customer success activities within the European region as well as some other smaller customer-regions such as South Africa. We need a strong communicator, a technical thinker with project management skills and someone who is a great team player.
The Technical Customer Success Manager will be responsible for building positive customer relationships by providing exceptional customer support from the start of the onboarding process throughout the entire customer lifecycle. You will own the end to end process and will be responsible for continuously improving it so we remain in the industry leading position we have today.
This is a key role within the business working alongside other customer success managers and our technical support team. This role reports into the Chief Customer Officer.
Key ResponsibilitiesYou will be responsible for the day to day successful interactions for our European-based customers and for new customer onboarding and early-stage hypercare activities. We believe all Avantra customers should receive positive and excellent customer care throughout their technical journey - and so your role is pivotal to this success.
Customer Ownership - Ownership of the non-commercial relationship with our customers to ensure they get the most value from their Avantra investment. You will be the customer advocate inside Avantra for your customers. This also includes using our data-led customer experience processes to maintain and monitor the health of your customer relationships.
Customer Satisfaction - Along with the rest of the customer office, you are responsible for the customer satisfaction across our global customer base. We believe that a good customer experience is the responsibility of everybody in the company and this is exactly what you will be expected to coordinate.
Onboarding - Management and delivery of the onboarding process for our new customers, responsible for a positive experience at every stage. Working alongside the customer to plan and implement each stage to the agreed timeline.
Installation - Hands-on management support for customers during their technical Avantra self-installation.
Training - Enhancement and delivery of new customer Avantra training sessions.
Customisation - Collaborate with customers to design, tailor and implement advanced Avantra custom checks.
Hypercare - Responsible for early-stage hypercare (Year 1) for new Customers.
Liaison - Act as a liaison between customers and Avantra’s 2nd/3rd tier support and product teams.
Innovation - Contribute to / propose ideas for Avantra product or service enhancements.
- 5+ years of SAP Basis experience
- History in technical consulting, coaching or training - working directly with end users/customers
- Excellent English speaking skills (German is a bonus)
- Excellent history of building customer relationships
- Hands-on experience with Linux
- Hands-on experience with Microsoft Windows
- Some Microsoft SQL and PostgreSQL database experience
- Ability to self drive and take ownership
- History of working on an international team is a plus
Avantra is a high growth tech company with 23 years of Swiss precision engineering coupled with the energy of a start-up. Our product is the leading AIOps platform for SAP operations, enabling customers to achieve hyperautomation success. Our customers are large multinational enterprises and household names, including national and global managed service providers. We have teams based across Switzerland, Germany, UK, US and Eastern Europe.
Our culture is something we are incredibly proud of and strive to protect. We live our values of Care, Collaborate, Communicate, Embrace every day through company mindfulness sessions, wellbeing days and retaining a family feel. If this sounds like a good fit for you, why not say hello?
This exciting role offers the opportunity to be involved in a high growth software company and will present significant opportunities for personal growth:
- Competitive Salary
- Annual performance-related bonus
- Competitive holiday & benefits package
- 1 Avantra Wellbeing Paid Vacation
- 1 Charity Paid Vacation
This role is currently a remote position ideally based in the UK, Ireland, Germany, Switzerland or France.
Occasional travel for customer visits, company and team gatherings is likely.