Software Customer Success Manager

Posted 15 Days Ago
Be an Early Applicant
Kentucky
7+ Years Experience
Internet of Things • Analytics
The Role
The Software Customer Success Manager leads two teams, ensuring successful product engineering and escalated pre-sales support. They manage personnel development, facilitate communication between teams, enforce FOSS protocols, and participate in on-call incident management, all while fostering customer relationships and driving innovative support solutions.
Summary Generated by Built In

This position is for the first line manager responsible for leading both the Software Customer Success team and the FOSS (Free and Open Source Software) team within the Cloud Services organization. The Software Customer Success team is responsible for both Product Engineering (PE) and escalated pre-sales support tasks. This team is the primary interface for technical assistance for Sales, Marketing, TSC, and Professional Services. The FOSS team is responsible for auditing all Lexmark software source code to ensure only approved open-source components are used.  

 

Job Duties: 

  • Personnel management – Develop employee key objectives and development plans, help employees grow their skills & reach their full potential through coaching, active listening, and holding them accountable for their commitments. Team members are located within various locations in the US and India.  

  • Serve as the primary communication interface between global Lexmark Cloud Services development teams and Professional Services, TSC, Sales, Marketing, and customers/partners. 

  • Ensure Lexmark software organizations are utilizing our FOSS process. 

  • Participate in on-call duties for Lexmark Cloud Services incidents 

 

Successful candidates will: 

  • Demonstrate high personal integrity; ethical, trustworthy and dependable with focus on the needs of our customers and our employees. 

  • Have a strong track record of success in influencing and being a change agent. 

  • Possess excellent written and oral communication skills, as they will be communicating directly with customers and Lexmark groups. 

  • Regularly find creative and innovative ways to overcome obstacles and improve support processes to attain better customer success. 

  • Thrive in a fast-paced, demanding environment, occasionally including off-hours customer support. 

  • Prove that they can work collaboratively across geographies effectively to deliver results on schedule. 

  • Can demonstrate Lexmark core values: Innovation, Excellence, Agility, Integrity, Community, and Respect. 

 

Qualifications: 

  • BS in a related field 

  • 8+ years of experience in software development, support, or Professional Services organizations delivering, selling, or supporting customer facing products  

  • Team leadership experience required 

  • 5+ years of direct customer interaction 

 

 

How to Apply ?

Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!

We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression.

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The Company
HQ: Lexington, Kentucky
10,666 Employees
On-site Workplace
Year Founded: 1991

What We Do

Lexmark creates cloud-enabled imaging and IoT technologies that help customers worldwide quickly realize business outcomes. Through a powerful combination of proven technologies and deep industry expertise, Lexmark accelerates business transformation, turning information into insights, data into decisions, and analytics into action.

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