Customer Success Manager, Mulesoft

Description

For our customers who wish to get the most value out of Mule Soft with an enterprise experience and the fastest support delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Senior Customer Success Manager serves as a named resource and partner for the Mule Soft Signature customer organisations. They orchestrate all deliverables their customer is entitled to, including coordinating the day‑to‑day customer Signature experience from onboarding through signature contract renewal and growth opportunities. They develop deep relationships with their customers’ team members to improve implementation health. This role will also partner across Mule Soft to provide a unified Signature experience for their customers.

The Mule Soft Customer Success Manager supports our UK Signature customers. Strong problem‑solving abilities are necessary for navigating their challenges and finding innovative solutions.

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision‑makers within customer organisations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Mule Soft platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive Mule Soft feature guidance based on the areas of interest for your customer.
• Acting as an advisor to your customers for the adoption of new features of Mule Soft’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so customers can renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high‑severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites, depending on the customer’s need.

• Minimum of 8 years of work experience in one or more of the following:
  Technical Customer Success, Mule Soft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with Mule Soft and/or a relevant competing platform.
• 4+ years’ experience in management consulting services
• Proven history in hitting high adoption and renewal targets
• Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C‑level.
• Skills for analysing technical concepts, translating them into business terms, and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business‑friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.

Note:

This is an office‑flexible role. The expectation is to be in‑office in London three days a week.