Customer Success Manager – Jama Software

13% 1-Year Employee Growth Rate | 19% 2-Year Employee Growth Rate | LinkedIn | $233M Venture Funding

What Is Employee Growth Rate & Why Is It Important?

**Note that you don’t need to possess 100% of the qualities to be considered**

**Women, BIPOC, LGBTQ, and other under-represented groups are highly encouraged to apply**

About Jama Software:

Jama Software is passionate about improving innovation success. Numerous firsts for humanity in fields such as fuel cells, electrification, space, autonomous vehicles, surgical robotics, and more all rely on Jama Connect™ to minimize the risk of product failure, delays, cost overruns, compliance gaps, defects, and rework. Jama Connect™ uniquely builds Living Requirements™ that form the digital thread through siloed development, test and risk activities to provide end-to-end compliance, risk mitigation, and process improvement. Our rapidly growing customer base of more than 12.5 million users across 30 countries spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, financial services, and insurance industries.

Overview:

The Customer Success Manager ensures our customers realize ongoing value from their investment in Jama. This role is responsible for a portfolio of customers and is an individual contributor member of a robust Sales organization. The CSM will execute all phases of the customer lifecycle with focus on protecting current revenue streams and driving growth and expansion into new areas of the account. They will also be responsible for ongoing growth and use of Jama, and for turning customers into Jama advocates.

Primary Responsibilities

In this role, you will:

• Pro-active ownership of the lifetime customer relationship
• Discovery of customer needs, objectives, goals, and business drivers
• Drive incremental license revenue and services bookings
• Ability to align at different levels of the customer’s organization that include: End User, Project Leader, Executive Sponsor, Contracting/Procurement and Partners
• Handle a portfolio of our most strategic and sophisticated clients, developing strategic account plans for each customer and uncover areas for growth
• Identifies adoption and renewal risks and collaborates with internal teams to remediate and ensure a successful renewal
• Ensure any account issues are resolved quickly, utilizing resources from across Jama as needed; Prioritizes and drives resolution on account customer concerns
• Reduces churn for customers in our target markets
• Develops reference customers and drives customer advocacy
• Works to identify, develop, and, close upsell opportunities
• Maintain accurate information in Salesforce
• Maintain an understanding of our product and its roadmap, and help customers understand how the solution addresses their specific business needs
• Presents the Jama value proposition to audiences ranging from senior executives to technical partners
• Develops a complete understanding of the competitive landscape
• Prepares financial reports for forecasting renewal and upsell performance
• Works collaboratively with other team members (AEs, SAs, Customer Care, Services, Product, Leadership)
• Works closely with finance and legal teams to ensure all contracts are accurate and adhere to Jama policies

Qualifications

• 3+ years’ experience in an Customer Success or Account management role, with ownership and accountability for a revenue and/or bookings number, preferably in a SaaS business environment
• Consistent record of successfully managing customer relationships to deliver results and sales quota achievement
• Expert level business analysis and business case (TCO/return on investment) construction.
• Sales evangelizing – general familiarity with the selling of system level products into enterprise accounts
• Experience with Requirements Management, Application Lifecycle Management, or Product Lifecycle Management products is preferred
• Experience working with the Federal Government, Government Contractors and Resellers preferred

Strengths You’ll Need

• Analytical problem solver with proven verbal and written communications skills including group presentation abilities
• Strong interpersonal skills with a positive demeanor and an ability to engage with customer’s business and technical staff
• Focus on needs analysis, positioning, business justification, and closing techniques

Benefits and Other:

If we’ve intrigued you and you are the right candidate for the role, we will offer:

• Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions
• An energized and results-oriented leadership team
• Competitive cash and equity compensation
• Comprehensive and affordable medical, dental and vision plans as well as pre-tax savings accounts as well as a generous 401(k) employer match
• Time-off and leave programs crafted to meet critical needs for rejuvenation and, when needed, extra support to cope with life events

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, disability, genetic information or that of his/her relatives, friends or associates or any other 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 to request accommodation.

Tagged as: 201-500 Employees, Hide US-Only Jobs, Venture Funded