Salary Range:
$89,300.00 - $148,900.00

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

Job Title: Customer Success Manager (CSM)

Location: Philadelphia, PA/ Houston, TX

Employment Type: Full time (Hybrid -2-3 days onsite)

Customer Success Managers (CSM) 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 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.

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 these 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.)
• 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.

Essential Qualifications:

• 4+ years of relevant experience in the process manufacturing and/or services industry in similar roles.
• 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 OR similar products (PI System, PIMS, Industrial Applications, Industrial IT)
• '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
• Strong communication and presentation skills
• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday.
• 2+ years of experience with AVEVA software products working knowledge and/or similar products (PI System, PIMS, Industrial Applications, Industrial IT)
• Travel to customer sites and AVEVA offices might be expected (10% - 20% annually)

Commercial at AVEVA

Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions.

If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team.

Find out more: https://www.aveva.com/en/about/careers/

USA Benefits include:

Flex work hours, 20 days PTO rising to 25 with service, three paid volunteering days, primary and secondary parental leave, well-being support, medical, dental, vision, and 401K.

It's possible we're hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.

Find out more: aveva.com/en/about/careers/benefits/

Hybrid working

We work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be remote. The working arrangement for this position will be confirmed during the hiring process.

Hiring process

Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.

Find out more: aveva.com/en/about/careers/hiring-process