Enterprise Customer Success Manager

Job Title: Enterprise Customer Success Manager

Location: London/ Cambridge (UK), Norway

Employment Type: Full-time

The job  

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.

Key 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 software 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.

Desired skills 

• 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 (Engineering & Design, Engineering Information Management, Engineering Project Execution, PI System, Industrial Applications, Industrial IT Systems).
• ‘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.
• 5+ years of experience with AVEVA software products working knowledge and/or similar products (Engineering & Design, Engineering Information Management, Engineering Project Execution, PI System, Industrial Applications, Industrial IT Systems)
• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday.
• Preferred 5 years of qualifying experience working in key industries, such as: EPC, Oil&Gas, Chemicals, Life Sciences, Power Generation and/or Transmission & Distribution, CPG, in Operations and/or Engineering, but there is flexibility for transferable skills/experience.
• Experience in a Customer Success Management role is a plus.
• Travel to customer sites and AVEVA offices might be expected (10% - 20% annually).