Job Description

We\xe2\x80\x99re transforming the software industry. We\xe2\x80\x99re Flexera. With more than 50,000 customers across the world, we\xe2\x80\x99re achieving that goal. But we know we can\xe2\x80\x99t 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\xe2\x80\x99re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace.

Flexera delivers Technology Value Optimization solutions that enable some of the largest companies in the world to inform their IT so they can transform their IT. From on-prem to the cloud, companies can get the IT asset data needed to rightsize, reallocate spend, reduce risk and maximize ROI.

The role of the Customer Success Manager (CSM) is to support retention efforts for a portfolio of Flexera customers via a pooled Customer Success (CS) model. This low-touch model relies on digital engagement, automation, alerts, and triggered check-in messages to monitor customer health & adoption and the promotion of Flexera product usage best practices.

Responsibilities

In leveraging Flexera\xe2\x80\x99s customer success assignment/task-based model (CTAs \xe2\x80\x93 Call-To-Actions) and correlating playbook/runbook, help your client portfolio to realize quantifiable value that translates into contract renewal, growth, and advocacy. Document any customer-communicated business outcomes and willingness to be a reference

Based on your interactions, communicate the customer health to the Renewals/Sales team. Identify expansion opportunities (upsell and cross-sell) for the Sales team to pursue

Via the customer success playbook/runbook, analyze and then act on product usage data and net promoter survey responses

Identify & document stakeholders/champions at the account

Support temporary burst assignments for troubled accounts. Ensure that appropriate get-well plans are created and executed for customer escalations. Leverage escalation resources, processes and Flexera subject-matter-experts as appropriate

In partnership with Marketing, keep the customer informed of relevant news from Flexera (new product releases, enablement deliverables/activities, Marketing events, M&A news, best practices)

Share observations of customer challenges to appropriate Flexera stakeholders to drive improvements over time (e.g., product feedback, missing/incomplete self-service resources in the Customer Community, feedback on Partner/Flexera consulting engagements & managed services)

Track activities demonstrating your impact (ROI): usage reporting, customer calls, meetings, and business reviews

Hiring Requirements

Strong customer-facing skills; experience supporting accounts with high volume (high # of customers)

Outcome-driven individual with a customer-centric mindset

Excellent written and spoken English level (bilingual a plus: French, German, or Spanish)

General understanding of the business and language of IT. Comfort with technology-based solutions

Working knowledge of IT Asset Management, IT Service Management, cyber-security and cloud challenges considered a plus

Comfortable leveraging CRM tools, such as Salesforce and Gainsight

Proven ability to work with cross-functional teams and capable of communicating to both technical and business audiences

A lean and hands-on problem solver: you are not afraid to test, iterate, generate ideas, and get involved when it comes to implementing customer success-related solutions

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 .

Flexera