Customer Success Manager

Job Title:             Customer Success Manager (CSM)

Manager:            Manager, CSM, Global

Location:            TBD

In this role, you will have the opportunity to make a significant impact for AVEVA’s customers, including Fortune 100 companies, while simultaneously building upon your existing skillsets.  We are looking for energetic, creative, confident, and well-organized individuals to help our customers and AVEVA succeed together through proactive customer engagements and joint experiences that deliver value for both parties.  Customer Success Managers 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 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.

Customer Success Managers will:

• Manage a portfolio of customer accounts through proactive engagements
• Build and maintain strong customer relationships, becoming a trusted partner and consultant
• Understand the customer’s goals, initiatives, products, and the value that they realize from AVEVA’s software, services, and the overall relationship
• Drive the success of our customers by greater adoption of the AVEVA technology and uncover possible expansion opportunities within the existing install base
• Service customer needs in an efficient and seamless manner
• Drive improvements in AVEVA processes and policies, helping to move toward greater automation, self-service, and customer empowerment

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 five 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.)

In addition to the above responsibilities, the Customer Success Manager must also possess:

• Strong communication and presentation skills
• Experience in effectively leading staff of different roles and levels
• Ability to travel globally to customer sites and AVEVA offices, estimated 10-20%
• 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
• ‘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
• Foreign language proficiency a plus
• Preferred 2-5 years of qualifying experience within the process manufacturing and/or services industry
• Preferred 2-5 years of AEVA software products working knowledge and/or similar products
• 3+ years of experience in a Customer Success Management role a plus
• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday

 Below is what support a Customer Success Manager should expect and/or need in order to be successful:

• A clear mandate and level of authority to make decisions in the best interest of the program
• The appropriate AVEVA staff to successfully achieve program objectives
• Appropriate training plan and resources to effectively perform this role
• Guidance and mentoring from the leadership of the AVEVA Customer Success organization

The success of a Customer Success Manager will be measured based on the following primary criteria.

• Customer Satisfaction Score
• Customer Success Plan Creation & Execution
• Customer Scorecard Progress & Rating
• Number of Qualified Opportunities transferred to Account Managers
• Identified Value Stories
• Event Participation: Presentations and Key Attendees
• Customer “Referenceability”
• Value Add Partner Engagements

Other measures of success that are specific to customers and programs will be discussed, reviewed and agreed to with the Director of Customer Success.