Strategic Customer Success Manager

2 months ago

Remote, Oregon, United States Scope AR Full time

Scope AR is supercharging the productivity of Aerospace, Aviation, and Medical Tech manufacturers by empowering their teams with AR work instructions on the frontline. We're driving measurable ROI by increasing productivity, service, and delivery for our partners through augmented reality that provides expert build guidance on demand. Scope AR's WorkLink product is the first knowledge platform to combine augmented reality (AR) work instructions and remote assistance into one enterprise-ready platform, taking the efficiency of manufacturing, technical training, and industrial productivity to new levels.

Our Customer Success Managers support most aspects of the customer lifecycle from onboarding to business reviews for a strategic portfolio of customers leveraging Scope AR's platforms. This high-touch position requires strong attention to detail and follow-through. The ideal candidate has exposure to or is highly passionate about XR use cases within an enterprise business setting, is passionate about novel technology, is obsessed with helping customers succeed, and loves working in a fast-paced, collaborative team environment.

Responsibilities

You will serve as the primary point of contact for post-sales activities including, customer onboarding, consultative program management, and assigned commercial activities. Our CSMs serve as trusted advisors to customers by delivering best practices, guidance, and value reviews focusing on recommendations to best align our platform to the customer's business goals and strategies.

As a tenured CSM, you will proactively engage customers and work closely with named accounts ensuring they are trained and successfully using our products. You will regularly analyze customer feedback & data to deliver solutions based on internal and industry best practices. You'll advocate for customers leading internal teams and projects to solve customers' needs. You will monitor & track customer health, identify risks, develop success milestones, and deliver customer recommendations through maintained stakeholder contact and recurring customer meetings. Prioritizing and proactively driving timely resolution of customer inquiries, proposing innovative ideas to evolve the customer experience toward greater value, and potentially traveling to meet with customers quarterly, are general responsibilities of a Scope AR CSM.

Role Requirements

  • 4+ years of applicable experience as a full lifecycle Customer Success Manager
  • Bachelor's degree or equivalent career experience Experience with the following technologies: Sharepoint, Excel, GSuite (slides, documents, etc.), Figma, or related visual or workflow tools, Hubspot, Zendesk, and Atlassian products (JIRA, Confluence)
  • Proficient interpersonal skills, demonstrated by the ability to build and maintain authentic business relationships at the executive level and effectively manage relational challenges
  • Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
  • Influential verbal and written communication skills, including expertise in presenting to both small and large audiences
  • Proficient understanding of Sales lifecycle concepts within the Software as a Service industry
  • Ability to communicate highly technical details simply to non-technical audiences
  • Willingness to travel to customer sites and trade events as needed
  • Ability to effectively forecast, take measurable action steps toward, and exceed when possible, both net and gross retention goals
  • Proficient organization of projects and associated internal/external teams: exhibited project management and time management skills

Preferred Qualifications

Account Management, Consulting, Product Training and Enablement, Project Management, or Change Management experience PreferredExperience or knowledge in providing SaaS to the following industries: Manufacturing, Field Services, Construction/Engineering, Automotive, Aerospace/DefenseBasic understanding of standard integration practices and key customer side stakeholders that lead key technical deployment activities (e.g. SSO, Enterprise systems, APIs, etc.)

Scope AR is committed to fair and equitable hiring practices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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