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.
We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.
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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:
Manage a portfolio of strategic 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
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.
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 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
In addition to the above responsibilities, the Customer Success Manager must also possess:
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 AVEVA 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
Support
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
Measures of success
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 References
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.
AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.