AVEVA is creating software trusted by over 90% of leading industrial companies.Position: Customer Success ManagerLocation: London or Cambridge, UKThe JobIn 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 various accounts by creating success plans and executing adoption 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:Manage a portfolio of customer accounts through proactive engagementsBuild and maintain strong customer relationships, becoming a trusted partner and consultantUnderstand the customer’s goals, initiatives, products, and the value that they realize from AVEVA’s software, services, and the overall relationshipDrive the success of our customers by greater adoption of the AVEVA technology and uncover possible expansion opportunities within the existing install baseService customer needs in an efficient and seamless mannerDrive improvements in AVEVA processes and policies, helping to move toward greater automation, self-service, and customer empowermentAs 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 readinessDeployment – 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 ResourcesAdoption – 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 contactsSkills & QualificationsStrong communication and presentation skillsExperience in effectively leading staff of different roles and levelsAbility to travel globally to customer sites and AVEVA offices, estimated 10-20%Ability to work well with cross-function and geographically distributed teamsStrong multi-tasking ability with a keen sense of prioritizationStrong relationship management and organizational skillsExperience with project and program management methodology and techniquesStrong 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 situationsAbility to think strategically, as well as tacticallyStrong technical understanding of at least one AVEVA solution.Good understanding about the AVEVA portfolio and use cases.English native speaker; additional language proficiency a plusPreferred 2-5 years of qualifying experience within the process manufacturing and/or services industryPreferred 2-5 years of AVEVA software products working knowledge and/or similar products3+ years of experience in a Customer Success ManagementEffective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and WorkdayUK Benefits include: Flexible benefits fund, emergency leave days, adoption leave, 28 days annual leave (plus bank holidays), pension, life cover, private medical insurance, parental leave, education assistance program.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 workingBy default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote.Hiring processInterested? 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-processAbout AVEVAAVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and more sustainably.We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/Find out more: aveva.com/en/about/careers/
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