VP - Account Management || Industrial IoT Solutions|| Industry 4.0

The Vice President will own the charter of transforming customer relationships from reactive support to strategic value creation. This is not a traditional SaaS Customer Success role — it is a strategic advisory and solutioning leadership position that combines deep industry expertise, problem solving, and functional credibility across maintenance, reliability, operations, and supply chain.

The VP will guide customers through their operational transformation journey using company's Value360 Playbook, helping them identify bottlenecks, eliminate adoption blockers, and achieve measurable financial and operational outcomes. This leader will directly engage with frontline workers, supervisors, planners, and site directors, translating plant-level problems into digital, process, and behavioral solutions that drive adoption, renewal, and expansion.

How You Will Make An Impact.

Strategic Customer Leadership

● Serve as a strategic advisor to executive sponsors, plant managers, and maintenance leaders, helping them achieve reliability, safety, and cost-reduction goals.

● Build a customer success framework anchored in operational excellence and financial value realization, not ticket closure or NPS alone.

● Use company's Value360 methodology to baseline customer operations, identify opportunities for improvement, and build transformation roadmaps.

● Lead executive value reviews (QBRs) focused on ROI, cost savings, and throughput improvements rather than feature adoption alone.

Problem Solving & Solutioning

● Diagnose customer pain points and design To-Be processes leveraging company's product modules across Operations, Maintenance, and EHS.

● Collaborate with Product and Solutions Engineering to create tailored configurations or process changes to accelerate adoption.

● Remove adoption blockers proactively — whether they're process, people, or technology related. ● Guide customers to realize tangible business outcomes, not just usage metrics.

Expansion & Value Growth

● Partner with Sales to identify cross-sell and upsell opportunities driven by Value360 findings and customer maturity stages.

● Develop business cases that tie additional modules or expansions directly to quantifiable financial and operational outcomes.

● Create repeatable value-realization stories that become proof points for other accounts.

Leadership & Execution Excellence

● Build and lead a world-class Customer Success organization that blends customer advisory, domain expertise, and commercial acumen.

● Coach CSMs to act as trusted consultants — capable of diagnosing customer processes, advising on optimization, and driving accountability.

● Define and enforce a governance cadence with documentation, RCA reports, adoption dashboards, and value scorecards.

What You Bring to The Team

● 15–20+ years in enterprise SaaS or industrial software, including proven success building engineering organizations from the ground up during rapid scale-up phases ($25M → $100M+ ARR).

● Demonstrated experience creating and institutionalizing engineering governance systems, documentation cultures, and delivery cadences.

● Hands-on experience leading large-scale distributed teams (100+ people) across India and global locations.

● Deep understanding of SaaS architectures, cloud (AWS), AI/ML pipelines, and mobile frameworks such as React Native.

● Strong background in engineering process design (Agile, DevOps, CI/CD, test automation, RCA governance).

● Exceptional verbal and written communication; strong executive presence and ability to align cross-functional teams.

● Culture-builder with a track record of instilling discipline, ownership, and continuous improvement.

● Domain familiarity with manufacturing, EAM, industrial IoT, or Connected Worker platforms is a plus.