Lead Customer Success Manager
About The Position
Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results. The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).
Requirements
- 10 years' experience in Customer Success Management.
- Proven ability to drive Software Adoption and Realize Customer outcomes
- Bachelor's degree from an accredited university or college in STEM or Business
Nice To Haves
- Proven Ability to lead account engagements, drive software renewals, and realize customer value
- Working Experience in the Power and Oil and Gas Vertical
- Able to drive Enterprise Account improvements and leverage cross functional teams
- Experience managing account commercials, including pricing, profitability, and contracts is an asset.
Responsibilities
- Drive overall post-sales relationship with assigned accounts including activities such as training, professional services, technical support, renewals, expansion, and advocacy.
- Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.
- Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
- Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.
- Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles.
- Uses technical experience and analytical thinking.
- Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
Benefits
- Relocation Assistance Provided: Yes
- Bonus eligibility: 10% AIP
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What This Job Offers
Job Type
Full-time
Career Level
Senior
