Senior Manager, Customer Success

About Boomi and What Makes Us Special

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more.

カスタマーサクセス

主な職務内容
• 日本を中心とした、高いプロファイルを持つ顧客のアカウントポートフォリオを管理運営し、顧客の維持を最大化し、Boomiプラットフォームの成長と導入機会を見つけ出します。
• Boomiの営業、製品管理、エンジニアリング、プロフェッショナルサービス、サポートチームと連携し、顧客のオンボーディングから初期導入、そして将来的な成長に至るまで、ポストセールスアカウントの維持・成長の全体を管理します。
• ビジネスおよび技術的な意思決定者、さらに経営層との強固で長期的な顧客関係を構築・維持し、望ましいビジネス成果を引き出し、顧客との信頼関係の軸となります。
• 顧客のビジネスゴールや要件を深く理解し、その声を社内に届けることで、導入と成長を加速させるために必要なプロセスを推進し、障壁を取り除きます。
• 営業サイクルにおける初期段階から顧客と共に連携し、ポストセールスへのスムーズな移行を支援します。
• 新しいチームメンバーの採用および、日本市場向けのグローバルプロセスの最適化と運用に取り組みます。

必須要件

• カスタマーエンゲージメントマネージャー、サービスデリバリーマネージャー、またはコンサルタント/アドバイザーとして、（技術的な）アカウント管理に焦点を当てた12年以上の実務経験。
  • 大規模なエンタープライズIT組織での経験があり、複数のパートナーや顧客のステークホルダーと、技術的および経営層の異なるレベルで協力した経験。
  •ビジネス成果や価値、TCO、ROIなどのトピックについて理解し、議論できること。
  • 複雑なビジネスおよび技術的な問題を、経営層と技術者の両方にわかりやすく伝える能力。
  • 組織の枠を超えて調整を行う能力があり、曖昧な状況でも構造を作り、次のステップやアクションを明確に定義できる力。
  • クロスファンクショナルなチームプレイヤーとして、結果を出し、ポジティブな成果を上げることを目指す姿勢。
  • 完遂に対して前向きな態度を維持し、常に学び続ける意欲があること。
  • 自立心があり、柔軟なアプローチと起業家精神を持っていること。

望ましい要件

• SaaS、クラウド、アプリケーション統合、ミドルウェアやB2B統合に関する経験。
  • 優れたビジネス、分析、問題解決、コミュニケーションスキル（書面および口頭での多様な形態）。
  • テクノロジーへの情熱を持ち、継続的な改善と革新の動的な環境で活躍できること。
  • ITIL認定資格。
  • PMBOK（または同等の資格）取得者。
  • MBA（経営学修士）資格。

Customer Success

Key Responsibilities :

• Manage and develop your portfolio of high-profile customers account mainly Japan region and ensure maximizing retention and identify opportunities for growth and adoption of the Boomi platform.
• Manage the overall post-sales account success from onboarding, to initial adoption and future growth with the support of the Boomi teams like Sales, Product Management, Engineering, Professional Services and Support.
• Establish and maintain strong long-term customer relationships with business and technical decision makers as well as senior and executive management stakeholders to drive desired business outcomes and advocacy.
• You are the voice of the customer by understanding the customer business goals and requirements, and drive internal processes required to accelerate and remove barriers to adoption and growth.
• Partner with our Sales makers and early engagement during the sales cycle with customers to facilitate seamless transition to post-sales.
• Hiring new team members and optimizing and operating global processes for the Japanese market

Essential Requirements:

• 12+ Significant relevant experience as either, Customer Engagement Manager, Service Delivery Manager or Consult/Advisor role with (Technical) Account management focus.
• Experience with Large Enterprise IT organization and collaborating with multiple partners and customer stakeholders at different levels (technical and senior/executive management).
• Business Acumen: comfortable with topics such as business outcomes and value, total cost of ownership, ROI, etc.
• Excellent ability to understand, translate and communicate complex business and technical matters to both Management and Technical audiences.
• Natural-born coordinator, ability to create structure in ambiguous situations and define clear next steps and actions across multiple stakeholders.
• Strong team player (cross-functional) and desire to achieve results and positive outcomes. "Can do" attitude.
• Be comfortable to be in “constant learning mode” to stay abreast with product, industry and market evolutions & trends.
• Commercial mindset
• Self-starter, flexible approach and entrepreneurial mindset

Desirable Requirements

• Experience with SaaS, Cloud and Application Integration, middleware and/or B2B integration
• Excellent business, analytical, problem solving and communication skills (written and verbal) to various audiences
• Passion for technology and thrive in a dynamic environment of continuous improvement and innovation
• ITIL certificate
• PMBOK or equivalent
• MBA

Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.

All employment decisions are based on business needs, job requirements, and individual qualifications.

Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries.