Customer Success Manager - Managed Services

Description

EOSYS is growing and currently hiring a Customer Success Manager - Managed Services to join our talented team!
 

In addition to a great environment and challenging work, EOSYS offers a strong total compensation package including profit sharing, 401k with match, and standard benefits including medical, dental, vision, disability and life insurance. We also offer flexible work schedules that support work-life balance while meeting business and customer needs.

The Customer Success Manager (CSM) is responsible for customer engagement and service management within EOSYS Managed Services. The CSM serves as the Managed Services subject matter expert in customer sales discussions. The CSM owns Managed Services administration, software license and SMA renewals, and customer support reporting. The CSM coordinates customers, dedicated support resources, delivery teams, Account Owners, and Business Leaders to ensure consistent service delivery and long-term customer value. 

Responsibilities

Customer Engagement & Service Management

• Establish and maintain a regular engagement cadence with Managed Services customers.
• Conduct customer service reviews and provide regular reporting on support activity, performance, trends, open issues, and utilization.
• Identify support-related risks, recurring issues, and changing Managed Services requirements.
• Work with Account Owners and Business Leaders to develop customer engagement strategies and report on Managed Services performance, risks, and needs.
• Coordinate support delivery and escalation across EOSYS resources to ensure commitments and service levels are met.

Renewals & Service Expansion

• Own software license, subscription, SMA, Managed Services, and support agreement renewals, including agreement renewal, upselling, and expansion activities.
• Maintain an understanding of licensing models, renewal requirements, and version/support lifecycles for applicable software platforms.
• Proactively coordinate upcoming renewals and lifecycle requirements with customers and internal stakeholders.
• Work with Account Owners and Business Leaders on pricing, commercial changes, upsell, and expansion of customer agreements.

Managed Services Sales Support

• Serve as the subject matter expert for EOSYS Managed Services offerings, service levels, value proposition, and pricing structure.
• Lead Managed Services presentations and customer discussions for opportunities identified by Sales, Account Owners, or Business Leaders,
• Lead efforts to transition appropriate legacy and ad hoc support customers into structured Managed Services agreements.
• Support Sales and Account Owners in developing Managed Services offerings for new project opportunities.
• Identify opportunities to adjust or expand EOSYS service offerings based on support activity and coordinate those opportunities with the Account Owner and appropriate Business Leader.
• Attend sales conferences and customer sites that require in person engagement. 

Program Development

• Establish and track customer success and Managed Services KPIs.
• Identify service trends and opportunities to improve and scale the Managed Services offering.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology, Business, and a minimum of 5 years of experience in customer success, service delivery, technical consulting, project management, or a similar customer-facing role; or an equivalent combination of education and experience.
• Strong customer presentation, communication, relationship-management, and organizational skills.
• Ability to coordinate technical resources and work effectively across engineering, sales, and business leadership.
• Technical and business acumen sufficient to understand customer systems, software licensing, support requirements, and service offerings.
• Experience with industrial automation, manufacturing systems, MES/MOM, digital transformation, or service-management platforms preferred.
• Strong leadership and organizational development capabilities.
• Business and financial acumen.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and decision-making abilities.
• Ability to influence and collaborate across functional and organizational boundaries.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• General office demands.
• Sitting for extended periods.
• Regular travel to company locations.
• Ability to visit industrial customer environments when required.
• Average travel 10-15% over a year.

Work Environment

The work environment is primarily office-based with travel to conferences, manufacturing locations, and company offices. 

All applicants must be authorized to work in the United States. EOSYS is not currently accepting work visas.

EOSYS is an Equal Opportunity employer and provides equal employment opportunities to all qualified applicants without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sex, sexual orientation, sexuality, transgender status, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting our HR department at 713-355-7202.