Customer Success Manager (Mulesoft)

Requirements

• Strong problem-solving abilities are necessary for navigating their challenges and finding innovative solutions

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• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture

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• Experience with MuleSoft and/or a relevant competing platform

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• 4+ years’ experience in management consulting services

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• Proven history in hitting high adoption and renewal targets

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• Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level

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• Skills for analysing technical concepts, translating them into business terms, and mapping business requirements into technical features

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• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners

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• Knowledge of software development process and design methodologies

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• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects

What the job involves

• The Senior Customer Success Manager serves as a named resource and partner for the MuleSoft Signature customer organisations

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• 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

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• They develop deep relationships with their customers’ team members to improve implementation health

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• This role will also partner across MuleSoft to provide a unified Signature experience for their customers

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• The MuleSoft Customer Success Manager supports our UK Signature customers

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• Strong problem-solving abilities are necessary for navigating their challenges and finding innovative solutions

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• You’ll serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion

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• 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

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• Help your customers achieve their business goals and outcomes on the MuleSoft platform by:

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• Coordinating the completion of the Signature Success catalog of services as required for your customer

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• Providing timely, proactive MuleSoft feature guidance based on the areas of interest for your customer

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• Acting as an advisor to your customers for the adoption of new features of MuleSoft’s annual release schedules and identifying potential challenges and risks to your customer’s implementation

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• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so customers can renew Signature Success

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• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues

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• The CSM may be required for occasional travel to customer sites, depending on the customer’s need

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