Customer Success Manager, AVEVA
$101.6-268.3k
Salesforce
Power BI
Mid and Senior level
Chicago
San Francisco Bay Area
3+ days a week in office
Industrial software
Be an early applicant
Industrial software
1001+ employees
B2BArtificial IntelligenceInternet of ThingsCloud Computing
Be an early applicant
$101.6-268.3k
Salesforce
Power BI
Mid and Senior level
Chicago
San Francisco Bay Area
3+ days a week in office
1001+ employees
B2BArtificial IntelligenceInternet of ThingsCloud Computing
Company mission
To spark industrial ingenuity by connecting users with trusted information and insights, to drive responsible use of the world’s resources.
Role
Who you are
- 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 AEVA 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, and Workday
What the job involves
- 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 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 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 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
- Manage a portfolio of 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
- 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 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.)
- 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
- 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 “Referenceability”
- 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
Our take
Founded in 1967 as a UK research institute for the development of computer-aided design, AVEVA has since grown to become a world leader in industrial software. Primarily focusing on energy, infrastructure and manufacturing sectors, it has also expanded into numerous other industrial applications, and its clients include enterprises such as Danone, GlaxoSmithKline and Borg.
AVEVA is making history with its collaboration with Meridian Energy Group on the Davis Refinery, the first full-conversion refinery in the US since 1976. This project sets a new standard in sustainability by achieving net-zero Scope 1 and Scope 2 carbon emissions through renewable biofeedstock. AVEVA's CONNECT platform and EPC .0 solutions are crucial for providing real-time visibility and seamless data management throughout the refinery's lifecycle.
Alongside this, AVEVA's hybrid cloud MES solution highlights its commitment to advancing industrial technology. This launch allows companies to manage production data more effectively and gain insights through AI and analytics, reinforcing AVEVA's leadership in digital transformation and promoting more agile, efficient, and eco-friendly manufacturing processes.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Company benefits
- Time off: 28 days of annual leave, plus bank holidays. You can also buy/sell five days a year
- Emergency leave: Five days a year to use when unexpected or urgent events make it impossible to work
- Hybrid working: The default option for employees is a 3:2 split between the office and working from home. Some positions are fully remote and others are fully office-based—refer to the job listing for specific details
- Parental leave: Maternity leave comprises 18 weeks at full pay, followed by 21 weeks statutory pay and 13 weeks unpaid. Paternity leave is two weeks at full pay. Pension contributions and benefits are maintained throughout
- Workplace nursery scheme: Pay for your child’s nursery directly through payroll, saving tax and NI contributions
- Electric care lease: Use your flexible benefits fund to subsidize the pre-tax leasing of a brand-new electric or ultra-low-emission car
- Shopping vouchers: Use your flexible benefits fund on discounts and vouchers for many major retail, tech and restaurant chains
- BUPA private healthcare: BUPA healthcare is a core benefit for employees. Use your flexible benefits fund and/or salary sacrifice to add family members
- Anonymous counselling: Through our Modern Health benefit, employees and their dependents over 13 are eligible to use our mental health app and receive unlimited counselling and coaching each year
- Dental insurance: Use your flexible benefits fund to cover preventative and restorative treatment. You can also add coverage for family members
- Cycle to work: Buy a brand-new bike and save 25–40% on retail price thanks to tax savings
- Gym membership: Use your flexible benefits fund to discount a membership to a major gym chain
- Bonus: Based on a combination of your own performance and AVEVA’s financial results
- Pension: Use your flexible benefits fund to increase the standard employer contribution. You can also route your bonus directly into your pension, saving tax and NI
- Income protection: Secure a reliable income if you’re unable to work due to long-term sickness or injury
- Life assurance: In the event of your death, your loved ones will receive a lump sum
- Charitable giving: The Action for Good program gives you three days of paid volunteering every year, as well as match funding opportunities. You can also use your flexible benefits fund to give to charity pre-tax
- Professional development: Access to LinkedIn Learning gives you the chance to grow your knowledge and skills, while AVEVA’s extensive mentorship network allows you learn from colleagues across the company
- Education support: After one year with AVEVA, you can apply for support towards a relevant course or qualification. AVEVA will reimburse up to 70% of the cost
- Service recognition: Whether you’ve been with us for 12 months or 50 years (it’s happened!), the AVEVAversary program rewards you during milestone years with cash and time off. We also recognize your contributions by planting a tree in the AVEVA Forest, our global forest of recognition
Company HQ
Cambridge, UK
Leadership
Caspar Herzberg
(CEO)Before becoming CEO, served as AVEVA’s COO and CRO. Previously led Schneider Electric's business in more than 80 countries. Has spent more than 25 years in the technology industry, including senior leadership positions at Cisco and Accenture.
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