Customer Success Manager
2 months ago
AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.
We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.
If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you Find out more at
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About the Role:
Customer Success Managers (CSM) are the customer's primary contact to help them realize more proven value faster by achieving their business goals by leveraging AVEVA technology.
- They accelerate the customer's time-to-value in their use of our tools and foster higher levels of adoption and deployment leading to greater ROI and customer satisfaction.
- CSMs manage a set of accounts by creating success plans and executing against them.
- They regularly check-in with the customer, understand the customer's industry, business, and goals.
- They build a strong relationship toward becoming a trusted advisor, and service their transactional business needs in an efficient and frictionless manner.
- They help the customer optimize the utilization of their existing and available products to ensure best practice adoption.
- They work in tandem with the Account Manager and hand off qualified opportunities for expansion.
- They act as the customer advocate internally to ensure timely and positive outcomes.
- They collect information and provide feedback to drive product improvements that lead to greater automation, self-service, usability and customer empowerment.
**Responsibilities**:
As part of the Customer Success organization, the Customer Success Manager is responsible for managing existing accounts, ensuring the customer’s success and their perceived value of the AVEVA software set.
The Customer Success Manager will focus on these key areas for a defined customer portfolio as the CSM strives to become a trusted partner and consultant for those customers.
- Onboarding - establishing relationships, educating the customer on AVEVA resources and services, set expectations, identify business goals and objectives, and accelerate deployment readiness
- Deployment - work with the Delivery Services Team or AVEVA partners to define architecture, identify and prioritize the PI rollout, recommend AVEVA Services or Support, define the Enterprise Roadmap, define and manage the ‘Services’ budget, and request, quote, coordinate AVEVA Services and Resources
- Adoption - understand customer’s business and operations, define Success Plan, educate and consult on AVEVA use cases of value to customer, leverage workshop services, drive adoption for strategic AVEVA software (Cloud, synergy Sales plays, etc.)
- Expansion - identify new business opportunity and team up with Sales to generate business revenue, leveraging both on deep expertise of customer’s business and frequent contacts.
Essential Qualifications:
- Strong communication and presentation skills
- Ability to work well with cross-function and geographically distributed teams
- Strong multi-tasking ability with a keen sense of prioritization
- Strong relationship management and organizational skills
- Experience with project and program management methodology and techniques
- Strong presentation skills on AVEVA core technologies, business initiatives and services OR similar products ( PI System, PIMS, Industrial Applications, Industrial IT)
- ‘Out-of-the-box’ thinking that will enable delivery of solutions and services tailored for individual customer profiles and situations
- Ability to think strategically, as well as tactically
- Proficiency in English and Spanish is needed. Fluent in Portuguese will be an added advantage.
- 2+ years of experience with AVEVA software products working knowledge and/or similar products (PI System, PIMS, Industrial Applications, Industrial IT)
- Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday.
Desired Qualification:
- Preferred 2-5 years of qualifying experience within the process manufacturing and/or services industry
- Experience in a Customer Success Management role is a plus
- Travel to customer sites and AVEVA offices might be expected (10% - 20% annually)
Salary Range:
$76,600.00 - $166,200.00
This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.
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