Customer Success Manager

About Us:

At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and "Code-Free" connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world's largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.

We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "Unicorn"​ brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more

Recently we have announced our Series B funding led by Vista Equity Partners, a leading global technology investor, with participation from Tiger Global Management, our existing Series A investor. Vista invests in mission-critical software businesses that have a clear purpose and a demonstrated track record of success, such as Innovapptive.

Our mission is made possible by Innovapptive's most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.

The Role
The key missions of a Customer Success - Domain Expert are Retaining Customers, Expanding the Commercial Relationships, Driving Adoption, and Showcasing Solution and Organizational Value. You will be responsible for managing a customer portfolio by developing customer relationships that promote Innovapptive product adoption, maximize ROI for our customers and minimize churn in the portfolio.

Our Customer Success - Domain Expert will help our customers extract maximum value from Innovapptive solutions through a combination of product and industrial knowledge.
The key to success in this role, at Innovapptive, is defined as: educating customers on product enhancements and how they can take advantage of them by tying them back to their business processes; showcasing the value the customer has received in their relationship with Innovapptive, partnering with Sales and becoming our customer's executive's trusted advisor on how to expand our product footprint to drive more ROI and value, responding to and driving resolution of customer product and satisfaction issues; partnering with our Marketing department to drive customer advocacy programs.

The Customer Success organization is accountable for the following metrics at Innovapptive:
Annual Gross and Net Churn
Adoption of solutions
Renewal
Cross-sell collaboration
Reducing customer efforts
Net Promoter Scores
Change Guidance
Spotting Revenue opportunities i.e. training, certification

How You Will Make an Impact:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Define and drive Customer Success strategy, mission and objectives.
Drive process and organizational transformation to ensure customers achieve success.
Be a single point of contact of escalation for any post go-live customer related issues.
Work closely with Professional Services and Customer Support to ensure customer satisfaction in implementations and post go-live support.
Develop business understanding of our products and capabilities and how they are used to address our customer's use cases, processes and pain points.
Work closely with Products & Innovation and provide customer insights for roadmap development, and drive adoption of enhancements in their customer portfolio.
Monitor the progress of customer usage metrics and escalate and resolve low or declining adoption.
Maintain customer related data for their accounts in Innovapptive's CRM tool
Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback.
Identify opportunities for customers to act as Innovapptive advocates (e.g. testimonials, case studies, upcoming Product feature reviews).
On site training and assessments.
Other duties as assigned.

What You Bring to the Team:
Bachelor's Degree in Chemical or Mechanical Engineering, IT or Computers Engineering or equivalent degree in Computer Science
Advanced degree is a plus; or equivalent combination of education, training, and experience (MBA preferred)
3-7 years of total experience
Knowledge and experience working with Supply Chain Management (SCM) or Enterprise Asset Management (EAM) , Field Service Management(FSM) software as a user or consultant.
Industry or consulting experience in oil/gas, chemicals, mining, or manufacturing industries.
1+ years of minimum Customer Success Manager experience for a SaaS based product organization, or equivalent combination of Customer Consultant experience.
Demonstrated ability to drive process improvement and organizational transformation within an assigned customer portfolio
Excellent communication skills to work with global customers
Experience in working with complex, multi-divisional, multi-geographical customers.
Proactive and action oriented, not afraid to escalate to senior Innovapptive leaders for help.
Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
Ability to influence cross-functionally as an advocate for your customers.
Demonstrated customer portfolio revenue growth YoY.

What We Offer:
A positive, open, and highly-innovative environment and team
Entrepreneurial spirit with unlimited opportunity to grow
Opportunity to work with leading global brands on exciting and impactful projects
Competitive Base Pay
Best of plan on Vacation & Paid Time Off.
Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
Paid Maternity and Paternity leave
Bi-annual reviews to ensure transparency and promoting high performance culture
OKR Driven Performance Development Environment
Learning & Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
A host of Interest Groups/Clubs for Book Reading, Toastmasters, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music

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