E21-291 Customer Success Manager

The Customer Success Manager (CSM) works with our most strategic customers along with internal Kofax groups to build long term relationships and drive customer success and satisfaction with Kofax Solutions ensuring customers realize the full value of Kofax Solutions.

The ultimate objectives of the CSM position is a positive unqualified reference from the customer and continual growth of the customers Kofax solutions footprint.

The CSM will achieve this outcome by developing and maintaining a clear understanding of the customers key objectives and success outcomes for Kofax solutions. The CSM will have the ability to link those outcomes to the detailed success plan and will monitor and communicate to ensure the outcomes are aligned to the goals and parties are aligned. CSMs will identify issues or conflicts and act as an advocate for the customer in their resolution.

The CSM is not intended to replace any other role or position that would normally be involved from Professional Services Technical Support Products Marketing or Sales. This position will interact with all these groups to assure the Kofax team is operating in lockstep and achieves the goal of a satisfied and referenceable customer.

They will also help manage customer expectations relative to timing deliverables functionality and a variety of issues that often arise in complex solutions that involve multiple growth products.

Key Responsibilities

• Become an expert in customer use cases, needs and business outcomes, proactively identifying how our products, services and value proposition can best drive and support the customer journey.
• Develop an understanding of Kofax products, solutions and services to provide high value‑add advice to customer stakeholders at all levels.
• Drive adoption of Kofax solutions at all stages of the customer journey while building high customer satisfaction, maximizing the value of customer investment and converting them to Kofax promoters.
• Act as the voice of the customer internally at Kofax, providing feedback and insights on how Kofax can better serve customers.
• Collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Kofax products.
• Create a joint success plan (JSP) with customers and internal Kofax account teams.
• Accelerate time‑to‑value by driving adoption of Kofax products and maximizing customer investment.
• Act as a trusted and strategic advisor to each customer, helping to drive continued value of our products and services while providing thoughtful leadership, possibly challenging business and technical stakeholders.

Qualifications

• At least 3 years experience in a Customer Success Manager role or similar.
• 5 years experience in Professional Services and/or Presales.
• General knowledge and experience with SaaS/Enterprise Software Solutions, and a demonstrated ability to learn and understand enterprise software products and business solutions.
• Solid experience either technical or business related to financial process automation or intelligent automation.
• Excellent listening, communication and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level. Ability to influence through persuasion, negotiation and consensus building.
• Business‑level English mandatory, as well as other required languages based on geographic assignment (German, French).

Skills and Knowledge Required

• Has Customer Success, Presales and Professional Services experience.
• Strong team and mentoring skills.
• Project Management experience for large enterprise accounts is a bonus.
• Track record of becoming a trusted advisor to customers.
• Ability to interact well with multiple internal disciplines (PS, TS, Products and Sales).
• Is able to understand and communicate Kofax Enterprise Software offerings.
• Strong communication and problem‑solving skills.
• Negotiation and peacekeeping skills.
• Can manage multiple customers simultaneously.
• Outstanding verbal and written communication abilities.
• Outbound/customer‑facing demeanor with confidence to interact with Executive level customer contacts.

Kofax Inc. is an Equal Opportunity Employer M/F/Disability/Vets

Required Experience: Manager

Job Title: Customer Success Manager

Location: Global

Travel: Yes

Job Purpose: The Customer Success Manager (CSM) works with our most strategic customers along with internal Kofax groups to build long term relationships and drive customer success and satisfaction with Kofax Solutions ensuring customers realize the full value of Kofax Solutions.

Key Skills: Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Employment Type: Full Time

Experience: years

Vacancy: 1

E21291 Customer Success Manager • Offenbach, Hesse, Germany