AVEVA is a global leader in industrial software. 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.
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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:
1. Manage a portfolio of strategic customer accounts through proactive engagements
2. Build and maintain strong customer relationships, becoming a trusted partner and consultant
3. Understand the customer’s goals, initiatives, products, and the value that they realize from AVEVA’s software, services, and the overall relationship
4. Drive the success of our customers by greater adoption of the AVEVA technology and uncover possible expansion opportunities within the existing install base
5. Service customer needs in an efficient and seamless manner
6. 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.
7. Onboarding – establishing relationships, educating the customer on AVEVA resources and services, set expectations, identify business goals and objectives, and accelerate deployment readiness
8. 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
9. 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.)
10. 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:
11. Strong communication and presentation skills
12. Experience in effectively leading staff of different roles and levels
13. Ability to travel globally to customer sites and AVEVA offices, estimated 10-20%
14. Ability to work well with cross-function and geographically distributed teams
15. Strong multi-tasking ability with a keen sense of prioritization
16. Strong relationship management and organizational skills
17. Experience with project and program management methodology and techniques
18. Strong presentation skills on AVEVA core technologies, business initiatives and services
19. ‘Out-of-the-box’ thinking that will enable delivery of solutions and services tailored for individual customer profiles and situations
20. Ability to think strategically, as well as tactically
21. Foreign language proficiency a plus
22. Preferred 2-5 years of qualifying experience within the process manufacturing and/or services industry
23. Preferred 2-5 years of AVEVA software products working knowledge and/or similar products
24. 3+ years of experience in a Customer Success Management role a plus
25. 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:
26. A clear mandate and level of authority to make decisions in the best interest of the program
27. The appropriate AVEVA staff to successfully achieve program objectives
28. Appropriate training plan and resources to effectively perform this role
29. 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.
30. Customer Satisfaction Score
31. Customer Success Plan Creation & Execution
32. Customer Scorecard Progress & Rating
33. Number of Qualified Opportunities transferred to Account Managers
34. Identified Value Stories
35. Event Participation: Presentations and Key Attendees
36. Customer References
37. 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.