Associate Customer Success Manager

Jama Software is focused on maximizing innovation success in multidisciplinary engineering organizations. Numerous firsts for humanity in fields such as fuel cells electrification space software-defined vehicles surgical robotics and more all rely on Jama Connect requirements management software to minimize the risk of defects rework cost overruns and recalls. Using Jama Connect engineering organizations can now intelligently manage the development process by leveraging Live Traceability across best-of-breed tools to measurably improve outcomes. Our rapidly growing customer base spans the automotive medical device life sciences semiconductor aerospace & defense industrial manufacturing consumer electronics financial services and insurance industries.

We are looking for an Associate Customer Success Manager (CSM) to manage a portfolio of Aerospace & Defense clients and partner closely with Account Executives and Consultants to ensure rapid time to value through efficient onboarding and installation. The CSM drives product adoption by guiding customers toward best practices and helping them fully realize the value of their investment.

As a trusted partner the CSM proactively identifies customer pain points aligns business needs with Jama Software products and services and ensures timely resolution of support issues. The CSM also identifies expansion opportunities by recognizing evolving customer needs and aligning them with solutions that enhance outcomes. The role is accountable for managing renewal cycles maintaining customer satisfaction cultivating customer advocacy and fostering strong strategic relationships that drive long-term retention and growth across assigned accounts term retention and growth across assigned accounts.

What Youll Do :

• Own the end-toend customer relationship across assignedaccounts
• Accelerate onboarding and installation to achieve rapid time to value
• Define success metrics (KPIs) with customers and execute QBRs to track progress
• Guide adoption and best practices to help customers realize measurable outcomes
• Map and engage customer stakeholders at multiple levels (End Users Project Leaders Executive Sponsors Procurement Partners)
• Develop and execute strategic account plans to uncover growth opportunities
• Identifyadoption and renewal risks; collaboratecross functionallyto remediate and ensure successfulrenewals
• Prioritize and drive fast resolution of issues and escalationsleveragingresources across Jama
• Deliver high renewal rates and growth revenue while reducing churn in target markets
• Build advocacy by developing reference customers and case studies
• Maintainaccuratetimelyaccount data and activities inCRM (Salesforce) and other company collaboration systems
• Present the Jama value proposition to executive and technical audiences; educate customers on product capabilities and roadmap relevance to their needs
• Maintain an understanding of the competitive landscape and articulate differentiation
• Prepare renewal and growth forecasts and related financial reporting with high accuracy
• Collaborate closely with Account Executives Solution Architects CustomerSupport Services Product and Leadership
• Coordinate with Finance and Legal to ensure contracts areaccurateand compliant with Jama policies
• Contribute to Customer Success playbooks; document and share retention and growth best practices
• Help manage customer expectations and drive alignment on scope outcomes and timelines
• Other duties as assigned

What Youll Bring :

Nice to Have :

Perks and Benefits :

At Jama Software we welcome passionate individuals who have the unrestricted right to work in the United States including natural citizens and Green Card holders and reside in eligible states to join our team.

Jama Software participates in E-Verify and will provide the federal government with your Form I-9.

If you get to this point we hope youre feeling excited about the job you just read. Even if you dont feel that you meet every single requirement we still encourage you to apply. Were eager to meet people that believe in Jama Softwares mission and can contribute to our team in a variety of ways not just candidates who check all the boxes.

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to any characteristic protected under federal state or applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us at to request an accommodation.

Required Experience :

Manager

Key Skills

English Speaking,Catering,Marine Biology,Entry Level,Computer Engineering

Employment Type : Full Time

Experience : years

Vacancy : 1