Enterprise Customer Success Manager

AVEVA is creating software trusted by over 90% of leading industrial companies.

Customer Success Managers (CSM) 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 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.

Key responsibilities

• 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 software 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.

Desired skills

• Strong communication and presentation skills.
• 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 OR similar products (Engineering & Design, Engineering Information Management, Engineering Project Execution, PI System, Industrial Applications, Industrial IT Systems).
• ‘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.
• Proficiency in English.
• 5+ years of experience with AVEVA software products working knowledge and/or similar products (Engineering & Design, Engineering Information Management, Engineering Project Execution, PI System, Industrial Applications, Industrial IT Systems).
• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday.
• Preferred 5 years of qualifying experience working in key industries, such as: EPC, Oil&Gas, Chemicals, Life Sciences, Power Generation and/or Transmission & Distribution, CPG, in Operations and/or Engineering, but there is flexibility for transferable skills/experience.
• Experience in a Customer Success Management role is a plus.
• Travel to customer sites and AVEVA offices might be expected (10% - 20% annually).

UK 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.

Hybrid working

By 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.

AVEVA requires all successful applicants to undergo and pass a drug screening and 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. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.