Customer Relationship Mgr, Sr II

Job Description and Requirements

The Customer Success Manager serves as a trusted advisor and customer advocate, helping our customers achieve success and maximize their return on investment with Synopsys solutions.

You will leverage your strong customer management, business and sales acumen, and technical skills to ensure you achieve the required customer renewal targets for your book of business. Acting as a trusted advisor and coach, you will be responsible to define and measure / confirm the realization of our customer’s business objectives through the use of our solutions. The ideal candidate will have experience in enterprise software, a consultative approach to working with C level executives, and a passion for customer advocacy.

General Responsibilities

• Develop and maintain strong relationships at all levels within the customer organization.
• Be the customer’s single point of contact throughout the entire customer life cycle (sales, implementation, adoption, proficiency, expansion, renewal).
• Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives.
• Maintain strong customer retention rates aligned with corporate goals and execute license renewals.
• Partner with the other members of the account team to strategize, orchestrate, and execute activities tailored to each strategic customer.
• Ensure value realization by increasing adoption, optimizing technology, managing complexity, and evangelizing best practices.
• Be a strategic partner aligned on business priorities, helping to address capability gaps and to craft executive strategies.
• Be a trusted advisor, providing guidance on industry and technology trends, and acting as an instrument for informed and better decisions.
• Provide proactive advocacy within Synopsys, orchestrating resources and helping to prioritize requests.
• Increase customers’ efficiency by preventing issues, resolving challenges, and helping them to leverage new capabilities faster.
• Develop, deliver, and execute customer success plans which outline critical success factors and measure ROI.
• Advocate for the customer by working closely with professional services, product management, customer support and sales teams.
• Partner with sales by identifying new business opportunities for expanding the footprint.

Qualifications and Experience

• 5+ years account management, customer success or sales engineer experience in the enterprise software space.
• Strong technical aptitude:  ability to deliver complex technical presentations, perform product demonstrations, and help the customer achieve technical success.
• Understanding of the software development lifecycle, application security, and/or related field.
• Experience with the development, execution, and overview of account plans.
• Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership.
• Excellent verbal and written communication and in-person and virtual presentation skills.
• Ability to work independently and to collaborate effectively across functions.
• Experience negotiating subscription contract renewals.
• Able to travel domestically 10% of the time.
• Fluency in multiple languages is a plus (Japanese and English).

Education and Certifications

• Bachelors’ degree in a related field.