Flexera
IT Software
SolutionSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Solution Success Manager at Flexera. Skills: Solution Success Management, Customer Relationship Management, Account Ownership, Value Realization, Contract Renewal, Expansion Opportunities, Product Adoption, Customer Escalation Management. Help top, strategic customers realize quantifiable value, renew their contracts and become a reference. Identify the potential risk of churn and develop strategies to mitigate”
What You'll Achieve.
Realize quantifiable value for customers; Customer contract renewal; Customer becomes a reference; Mitigate churn risk; Identify expansion opportunities; Ensure renewal and expansion; Maximize adoption of Flexera’s products; Manage customer escalations
Industry & Context.
Develop strategies to mitigate churn risk
What They're Looking For.
Must Have
Outcome-driven individual with a customer-centric mindset, 5 years of experience working in leadership positions of IT for a Fortune 1000 company OR Experience in a Strategic Customer facing role for an Enterprise IT Software company, Proven ability to maintain customer relationships and proactively grow them, Ability to work with cross-functional teams and facilitate communication between technical and commercial teams, Self-starter, independent thinker, active learner, Recognized and successful practitioner understanding of the business and language of IT, Executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation), People management experience, Comfortable leveraging CRM and CS software like Salesforce and Gainsight as tools of effectiveness, Successful project management experience with budget ownership, Understanding of Software and SaaS licensing models
Nice to Have
Experience exercising these skills remotely is a plus, Security and service management is a plus
What You'll Do.
strategic customers realize quantifiable value
renew their contracts and become a reference
Identify the potential risk of churn and develop strategies to mitigate
Identify expansion opportunities (upsell and cross-sell) for sales to develop
Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
Maximize adoption of Flexera’s products and manage customer escalations (technical and business)
Identify stakeholders at the account and establish relationships
Proactively drive new value conversations
Keep the customer informed of relevant news from Flexera (product releases
Own an enablement and development plan for Customer Success
Lead cross-functional projects of continuous improvement for the company
Coach new-hire CSMs for onboarding and ramp-up
Likely lead a small team
How You'll Work.
Team & Collaboration
Work with cross-functional teams; Facilitate communication between technical and commercial teams; Coordinate with all Flexera functions and departments
Communication Scope
Executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation); Translating from technical to c-level language and back
Process & Methodology
Leading cross-functional projects of continuous improvement, Successful project management experience with budget ownership
Full Job Description
Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud. We’re transforming the software industry. We’re Flexera. With **more than 50,000 customers** across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why **we’re consistently recognized by Gartner, Forrester and IDC** as a category leader in the marketplace. Learn more at **flexera.com** A **Solution Success Manager (SSM)** is a cross-functional and natural leader with vast field and practitioner experience in the industry, a record of success leading complex projects, managing people, and delivering business outcomes to their organizations. They are super-charged CSMs that can take care of a complex book of business while inspiring, coaching and pulling up others. They are the account owner for highly complex and large customers that deploy multiple Flexera solutions from Cloud to On-Premises, proactively managing their portfolio from a value and business objectives conversation throughout the entire lifecycle of a customer. A Senior CSM will have a clear grasp on their book of business. They know their territory closely, understand the business of IT, and our customer’s priorities. They can translate from technical to c-level language and back, align resources and connect the do
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