Customer Success and Retention Manager, Apigee, Google Cloud
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of leadership experience, such as people management, team lead, mentorship, or coaching.
- Experience in closing renewals and working cross-functionally.
Preferred qualifications:
- Experience in leading or managing workplace productivity and collaboration programs in enterprise organizations.
- Experience working with Enterprise and Solution architects to define future states of the roadmap to deliver to customers.
- Experience in translating business requirements into technological solutions.
- Experience in collaborating with channel partners and global systems integrators with the knowledge of the Google Cloud ecosystem.
About the job
Our Customer Success team works with customers to help them adopt and motivate business value from Google Cloud Platform (GCP) solutions, building customer relationships and ensuring that they are able to maximize their investments in Google Cloud.In this role, you will be responsible for protecting our customer base and contribute to the overall success of Apigee and its financial metrics. You will partner with customers to develop a plan that aligns their business needs to success accelerators like organizational, program, change management and technical strategies designed to reduce time to value for Google solutions.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Responsibilities
- Build and nurture deep, trusted advisor relationships with a portfolio of Apigee customers, from technical contacts to executive stakeholders, understanding their business objectives and how Apigee aligns with their strategic goals.
- Partner with customers to develop and execute comprehensive success plans focused on driving the successful adoption and utilization of Apigee features and capabilities, ensuring they achieve demonstrable business outcomes and maximize their return on investment.
- Monitor customer health and engagement metrics, identify potential risks to proactively implement strategies to address concerns, mitigate issues, and ensure continued satisfaction and loyalty.
- Act as a key liaison between customers and internal Google Cloud teams, including Sales, Customer Engineering, Product Management, and Support, to advocate for customer needs, resolve issues, and drive product improvements.
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