Customer Success Manager II

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We are looking for driven and confident Customer Success Manager with track record in Customer Success roles, building relationships with key strategic accounts in India and driving product adoption to achieve business outcomes. You will be working in a high growth space with strong portfolio and market presence across industrial software (design & build, operate, optimize), with open, respectful and transparent culture and the opportunity to shape the future of CSM team within AVEVA.

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 driven, 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 .
CSM's 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 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.

Customer Success Managers will:

Manage a portfolio of strategic 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

Primary 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 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 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

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 AVEVA 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

Support

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

Measures of success

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 References

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.