[Hiring] Customer Success Manager @AVEVA

Role Description

The Customer Success Manager (CSM) is the main customer contact responsible for helping customers achieve faster value, stronger adoption, and better business outcomes from their AVEVA solutions. The role manages a portfolio of accounts through success planning, regular engagement, and trusted stakeholder relationships, while working cross-functionally with internal teams and partners to maximize customer value and support growth. The CSM also serves as the voice of the customer internally, helping drive continuous improvement across products and services.

Key responsibilities

• Manage existing accounts, ensuring the customer’s success and their perceived value of the AVEVA software set.
• Focus on the following key areas for a defined customer portfolio:
• Onboarding: Establish relationships, educate 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 solution rollout, recommend AVEVA Services or Support, define the Enterprise Roadmap, manage the ‘Services’ budget, and 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, and drive adoption for strategic AVEVA software.
• Expansion: Identify new business opportunities and team up with Sales to generate business revenue, leveraging deep expertise of customer’s business and frequent contacts.

Qualifications

• 5+ years’ experience in similar roles.
• Strong verbal and written communication skills.
• Strong presentation skills on AVEVA core technologies, business initiatives, and services OR similar products.
• 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.
• ‘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.
• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday.

Requirements

• 5+ years of relevant experience in the process manufacturing and/or Engineering & Construction industry.
• 3+ years of experience with AVEVA software products, with working knowledge of one or more of the following, or similar solutions: Engineering / E3D, PI System / Historian, InTouch / System Platform / SCADA, MES / Operations Management, Predictive Analytics / AIM, and CONNECT.
• Experience with AVEVA Engineering products would be considered an added advantage.
• Industry knowledge in Oil & Gas, EPC (Engineering Procurement and Construction), Power and Utilities, and Water & Wastewater.
• Language Requirement(s): Proficiency in more than one language would be considered a strong asset.

Benefits

• Opportunity to work in a collaborative and innovative environment.
• Join an award-winning workplace recognized for its culture.
• Be part of a team dedicated to understanding customer needs and delivering tailored solutions.