Customer Success Manager - Sydney

Position Overview

Customer Success Manager at Boomi is a role that sits at the intersection of customer advocacy and technical solutioning.

In this role, you will engage with IT leaders and technical teams to guide them through the successful implementation, optimization, and continuous adoption of Boomi's Enterprise platform. You will need to be well-versed in complex system architectures, cloud integrations and automation, data architecture and API management, enabling you to offer advanced, data-driven insights to your customers.

Your technical acumen, combined with strong business acumen, will ensure customers derive long-term value and achieve their strategic transformation goals.

Key Job Responsibilities:

1.       Outcome-Focused Engagement: Collaborate with customers to develop a mutual success plan based on Boomi’s delivery methodology, key milestones and aligning Boomi’s solutions with actionable success metrics and business goals.

2.     Continuous Platform Adoption: Accelerate business value for customers/partners driving a structured and prescriptive onboarding and adoption plan that delivers timely production launches and maximizes product utilization.

3.     Consultative and Strategic Guidance: Lead value-driven engagements by uncovering customer pain points, challenges, and use cases, positioning Boomi as the strategic choice for Integration, Automation, APIM, AI, and Data Management. Provide validated industry, technical, and architectural insights from customer implementations to showcase Boomi's impact in solving evolving priorities effectively.

4.     Build Champions and Promoters: Continually build promoters and champions by ensuring Boomi remains critical to the customer’s organization. Adeptly navigating complex customer landscapes, including leadership changes, restructuring, shifting priorities, and platform re-evaluations, while maintaining strategic relationships with key decision-makers to keep Boomi aligned with long-term goals.

5.     Competitive Positioning: Demonstrated acumen to proactively identify competitor influence within accounts. Effectively showcase Boomi's unique vision, roadmap, platform benefits and business value to consistently reinforce Boomi as a solution that delivers accelerated business and technical outcomes.

6.     Technology Acumen: Ability to understand and address complex technical challenges and translate technical value into business impact. Conduct high level technical deep dives and workshops to continually serve as a trusted platform advocate, helping customers navigate product features, overcome technical challenges, and adopt new Boomi solutions, services and innovations.

7.      Provide Data-driven Insights: Possess strong data acumen to interpret platform features, capabilities, and usage data, identifying leading and lagging adoption trends. Guide customers in recognizing areas for improvement, enabling informed decision-making and continuous optimization of their Boomi implementation.

8.     Portfolio Health & Renewal Management: Proactively manage portfolio health by accurately forecasting renewals and driving cross-functional collaboration to mitigate adoption and health risks. Elevate strategic conversations with CXOs, leveraging Boomi C-Suite insights to reinforce value and align with executive priorities.

9.      Triaging and Escalation Management:  Expertly manage business escalation by quickly assessing business impacts and effectively translating them into prioritized action items. Facilitate communication of solutions to customers and lead cross functional coordination to ensure timely and effective issue resolution.

10.    Deliver Business Reviews and Value Assessments: Conduct regular reviews to showcase qualitative and quantitative achievements, measurable outcomes, and platform benefits. Gain insight into customer challenges, roadmap, and vision. Establish commitment to develop joint success plans by ensuring new strategy and architecture is developed with Boomi’s Input.

Essential Technical Requirements:

• 4+ years of experience in technical roles such as Solution Architect, Consultant, Systems Engineer, or Technical Account Manager with a focus on enterprise integration.

• In-depth knowledge of iPaaS (Integration Platform as a Service), API and Data management, and cloud architecture (AWS, Azure, or Google Cloud).

• Proven track record of leading enterprise-level customers through complex digital transformation initiatives, including data integration and automation projects.

• Ability to engage with CXOs and technical stakeholders on subjects such as total cost of ownership, technical roadmaps, and architecture optimization.

• Strong stakeholder management skills and ability to communicate complex technical concepts to both technical and non-technical audiences.

Required Qualifications

• Education: Bachelor’s or advanced degree in Management Information Systems (MIS), Computer Science, or a related technical field.

• Technology Certifications Preferred:: Developer or Architecture Certification in Middleware iPaaS, Cloud Native, or APIM Platform.

New Hire Bootcamp Certifications: Achieve full Boomi Developer, Architect, and Administrator certifications led by Boomi within the first two months of employment.
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