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Customer Success Manager

4 months ago

Houston, United States ETAP - Operation Technology, Inc. Full time

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.

Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations we invite you to join us

ETAP is committed to creating a diverse work environment and is proud to be an equal-opportunity employer.

Position:

Reporting to the Head of Customer Success Management, the Customer Success Manager is responsible for establishing strong relationships with his portfolio of customers, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. Throughout our customer journey, we aim to deliver a best-in-class customer experience, and the Customer Success Manager is the steward of this journey.

Responsibilities:

  • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
  • Engage with customers to understand how they work and ensure they are leveraging our solutions effectively.
  • Understand the motivation, business drivers, strategic goals and desired business outcomes for his portfolio of large customers.
  • Craft joint customer success plans that include agreed-upon scope, shared metrics, user engagement, adoption plans, timelines, and communication.
  • Work closely with Sales, Technical Support, Training, and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues.
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth through increased product adoption and increased usage
  • Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
  • Drive the Customer Success playbook for the High-Touch Segment.
  • Facilitate Executive Business Reviews with decision-makers and our executive sponsor, where we celebrate shared successes, and make adjustments where necessary.
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Qualifications / Experience:

  • 5+ experience in customer-facing roles, such as Customer Success, Customer Support, or Sales Management.
  • Prior work experience in the Energy Sector is highly preferred.
  • Excellent Communication skills.
  • Proficiency in best-in-class Ticketing, CRM, and Customer Success Management solutions.
  • Knowledge of electrical design software or electrical engineering a plus
  • Proven ability to lead a Customer Success Management team at a growth stage
  • Significant experience managing a team that is focused on all levels (enterprise and mid-market) of client relationships and outcomes
  • Engage with executive stakeholders at clients: ability to drive highly strategic conversations and build strong relationships.
  • Record of driving execution and process innovation. In the mindset of driving to targets, forecasting attainment, identifying gaps, and creating system-based solutions to fill those gaps consistently.
  • Proven ability to collaborate with Sales on the Land and Expand model.
  • Passionate about driving success for customers.
  • Skilled in quarterbacking cross-functional efforts, across departments that are not under direct management.
  • A strong role model in embodying ETAP's values and our Customer Success organization's values.
  • Bachelor's or master's degree in electrical engineering & training in business / marketing

We are open to hiring for this position in Irvine, CA, or Houston, TX. This will be a Hybrid work schedule with 3 days in the office and 2 days remote.

ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.