Senior Customer Success Representative

Millions of Java developers and the world’s top businesses trust Azul to power their applications. We are growing fast and need determined, innovative and energetic contributors who want to make an impact today!

At Azul we emphasize empowerment, enablement and collaboration designed to foster speed of decision making and creative approaches to driving customer value. We are distributed across the world and offer the flexibility of working from home as well as the structure of an office environment that focuses on employee wellness and opportunities for professional growth.

Due to growth, we are actively interviewing candidates for our Senior Customer Success Representative (CSR) to be a part of our Worldwide Customer Success team at Azul. The Sr Customer Success Representative acts as the liaison between the Customer and Azul focusing on ensuring our customers have the best possible experience from onboarding through their lifetime with Azul.

Our Senior CSR will have experience with experience in a high-performance, high-tech subscription-based company. The ideal candidate should have a proven track record of effectively supporting global organizations as the primary liaison between customers and the company. Their role involves ensuring that every Azul customer enjoys the highest level of satisfaction by guiding them through their customer journey. The Senior CSR will coordinate the necessary resources within Azul to facilitate optimal experiences in onboarding (including any necessary training), ongoing support, adoption and expansion, renewals/retention, and ultimately, maintaining peak customer satisfaction.

This position will work Central European Time and ideally will be located in Prague, Czech Republic or anywhere in the EMEA region.

What you will do (aka the Responsibilities):

• Direct communication with all new Azul customers providing them with a “welcome packet” that includes contact information, useful links to training materials and other various resources.
• Ensure all necessary Azul internal setup has occurred and all required welcome messages, onboarding, and support processes have occurred.
• Lead (Plan, Prep, coordinate, and execute) in conjunction with the Account Executive and Sales Engineer, a series of communications and “check in” meetings throughout the lifecycle of the customer including:
• Welcome meeting in conjunction with the Sales and Pre-Sales Engineers
• Quarterly or semi-annual check in meetings
• Formal Azul Service Reviews
• Follow up reviews of migration plans and progress
• Product feature updates
• Act as liaison for customer requests, questions, escalations to ensure issues are received and addressed by the appropriate organizations within Azul in a timely manner.
• Monitor and gather key customer information related to customer support interactions, cases, downloads to establish an ongoing “risk profile” of key customers.
• Maintain internal data systems with all customer intelligence gathered through research and interaction.
• Drive attendance of key customers to individual or group Security reviews with CTO or other Azul sponsored meetings.
• Work with Renewals and Account Executives to identify renewals risk, mitigate customer churn risk, and identify and facilitate expansion opportunities.

What you bring (aka the Requirements):

• Maniacal focus on the positive customer experience
• Strong written and verbal communication skills and the ability to clearly and effectively articulate Azul’s value and business practices
• Organized, detail and process oriented
• Flexible and supportive in a fast moving and changing environment
• Self-starter, willing to take a leadership role in driving initiatives in support of the optimal customer experience
• Manage multiple tasks and use good judgment in resolving difficult issues
• Ability to coordinate across Azul department resources to execute complex customer needs

Your Education & Experience:

• 10+ years experience in either a Customer Success, Customer Support, or Sales Engineer role
• English Fluency
• Undergraduate or Master's Degree in computer science or related degree
• Demonstrated experience in technical role, preferably in software or complimentary industry
• Demonstrated experience working directly with, engaging in-person, virtually, and by email with prospects and customers.
• Project management experience a plus
• Excellent Presentation skills as well as verbal and written communication skills
• #LI-Remote

What we Offer

·         Comprehensive compensation and healthcare packages

·         Equity Program – be part of our success

·         Referral Program

·         Work-life balance, remote-first, paid time off, company shutdown, holidays

·         Work with top experts worldwide whom contribute to the Java ecosystem

Our Culture & Values

·         Maniacal Customer Focus

·         Innovation & Excellence

·         Initiative & Courage

·         Impact & Influence

·         Integrity & Transparency

·         Diversity, Inclusion & Teamwork