As a member of the Customer Success team, the Senior Customer Success Manager – Migration Advisory Specialist, APAC Region plays a crucial role in ensuring Azul's customers in the India, ASEAN, Japan, China, and Australia/New Zealand regions achieve their goals with Azul's software and experience smooth and expedited transitions to Azul technology.
Success in this position requires a combination of technical expertise, exceptional coordination skills, and a focus on delivering outstanding customer satisfaction.
This is a true Asia Pacific role, supporting and regularly speaking with Asia Pacific customers and partners.
The successful candidate will be required to be available for customer calls during New Zealand, Australia, China, Japan, ASEAN and India business hours.
What You'll Do (Responsibilities)Customer Onboarding: Ensure new customers receive all necessary information, resources, and training.
Confirm internal Azul setup is complete.Customer Migration Support: Guide customers through migrations to Azul technology with strategic advice and planning including:Project Planning: Assist customers in developing detailed project plans, including timelines, resource allocation, and risk management, leveraging Azul templates and best practices.Discovery and Assessment: Support thorough evaluations of existing systems using SAM/ITAM and Azul Migration Tooling (AMT); provide analysis of reports, document findings comprehensively.Execution and Implementation: Help create migration playbooks and strategies for seamless transitions.Post-Migration Validation: Share best practices for testing and validation to ensure functionality post-migration.Cross-Department Collaboration: Work with Sales, Customer Success, and Support teams to transition customers and provide updates on migration activities.Partner Enablement and Support: Train and support Certified Migration Advisory Partners to ensure they are prepared to manage migration activities effectively.Technical Advisory and Troubleshooting: Serve as a trusted technical advisor, leading troubleshooting sessions, providing recommendations on best practices, and relaying product feedback to product management.Content Development: Create and maintain Migration Advisory resources, including playbooks, guidelines, training materials, and partner certification programs.Customer Advocacy: Act as a liaison for customer inquiries and escalations, ensuring timely responses from the appropriate teams within Azul.Customer Intelligence: Monitor key customer interactions and gather data to establish ongoing "risk profiles" for major accounts.
Maintain customer intelligence in Jira, Salesforce, and Confluence, ensuring well-organized project boards, tickets, and accurate reporting.Event Coordination: Drive attendance of key customers to security reviews and other Azul-sponsored meetings.Operational Excellence: Ensure internal systems reflect up-to-date customer information and maintain high standards of organization for all project-related data.Strategic Account Management: Develop strong, long-term relationships with key customers, understanding their evolving needs, and positioning our solutions and support as a strategic, value-added partnership.What You Bring (Requirements)Customer Focus: Passionate about delivering positive customer experiences.Communication Skills: Strong written and verbal communication abilities.Organization: Highly organized, detail-oriented, and process-driven.Adaptability: Flexible and effective in a fast-paced, evolving environment.Problem-Solving: Skilled at managing multiple tasks and resolving complex issues.Technical Coordination: Proficient in coordinating resources across departments.Technical Knowledge: Strong understanding of nuanced technical issues with the ability to troubleshoot and advise effectively.Regional Expertise: Knowledge of the cultural nuances, business practices, and customer dynamics unique to the APAC region.Education and ExperienceDegree: Bachelor's degree in computer science, engineering, or equivalent experience.Industry Experience: 10+ years of technical industry experience.Customer-Facing Roles: 5+ years in customer-facing technical management.Java Expertise: Extensive experience with Java, including legacy technologies (e.g., Applets, Web Start).Scripting and Tools: Experience with scripting and familiarity with asset management tools (e.g., Flexera).Project Management: Strong project management capabilities.Operating Systems: Solid working knowledge of Linux and familiarity with other platforms (e.g., Windows).DevOps Knowledge: Understanding of foundational DevOps practices, particularly in configuration management, version control systems, and artifact repositories.Work HoursThis is a true Asia Pacific role, supporting and regularly speaking with Asia Pacific customers and partners.
The successful candidate will be required to be available for customer calls during New Zealand, Australia, China, Japan, ASEAN and India business hours.LocationThis role can be based remotely in one of these cities in India: Bangalore, Mumbai or Delhi.
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