As a Success Program Manager(SPM), you will be responsible for the strategic account management and technical leadership of a portfolio of AppDynamics’ most strategic customers in the APAC region. Working directly with customers, you will be the subject matter expert on Application Performance Management (APM) as a practice and AppDynamics.
You will be responsible for delivering value by driving adoption of our platform across the client’s enterprise. In addition, you will have the opportunity to work directly with our Product Management, Engineering, and Marketing teams to share your knowledge and experiences to ultimately improve our business and our customers’ success.
In collaboration with the rest of our go-to-market and technology organization and an eye towards scale, you will play a pivotal role in defining a holistic customer journey which driving exceptional customer retention rates. Your performance will be directly measured against license consumption, net recurring revenue, and overall usage of AppDynamics. Day-to-day responsibilities will include a mixture of technical consultation, troubleshooting, and relationship management. Think of yourself as the customer’s ‘Chief Adoption Officer.’
-Actively drive value realization of AppDynamics within our most strategic and complex customer environments; Increase operational use of AppDynamics across the enterprise through in-depth adoption assessments
-Establish a trusted advisor relationship which spans both technical expertise and strategic account management. Focus on driving new relationships, opening doors to new uses cases / champions / applications teams.
-Advocate and teach AppDynamics best practices; Identify training gaps and opportunities for expansion and enhancement
-Drive a strong evangelization program; identify and nurture internal AppD “champions”
-With each customer, develop a Joint Success Plan (JSP) to guide conversations and track daily activities required for our customers achieve specific, strategic business outcomes.
-Help each customer navigate AppDynamics including our Product, Support, Sales & Renewals teams.
-Become a “super user” of our software, with the ability to demo our product to customers, and lead customers through in-depth conversations about product features and use cases.
-Provide scheduled and as-needed operational reviews with the customer.
-Track product adoption and success – demonstrate account health through KPIs tied to business outcomes. Play an active role in building a truly data-driven organization.
-Play an active role in building our customer success playbook / and JSP delivery methodology.