Customer Success Manager Jobs

About The Position

Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or Business, and a minimum of 5 years of experience in customer success, service delivery, technical consulting, project management, or a similar customer-facing role; or an equivalent combination of education and experience.
• Strong customer presentation, communication, relationship-management, and organizational skills.
• Ability to coordinate technical resources and work effectively across engineering, sales, and business leadership.
• Technical and business acumen sufficient to understand customer systems, software licensing, support requirements, and service offerings.
• Strong leadership and organizational development capabilities.
• Business and financial acumen.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and decision-making abilities.
• Ability to influence and collaborate across functional and organizational boundaries.
• Must be authorized to work in the United States; EOSYS is not currently accepting work visas.
• Ability to meet the described physical demands, with reasonable accommodation available where applicable.

Nice To Haves

• Experience with industrial automation, manufacturing systems, MES/MOM, digital transformation, or service-management platforms.

Responsibilities

• Establish and maintain a regular engagement cadence with Managed Services customers.
• Conduct customer service reviews and report on support activity, performance, trends, open issues, and utilization.
• Identify support-related risks, recurring issues, and changing Managed Services requirements.
• Work with Account Owners and Business Leaders to develop customer engagement strategies and report on Managed Services performance, risks, and needs.
• Coordinate support delivery and escalations across EOSYS resources to ensure commitments and service levels are met.
• Own software license, subscription, SMA, Managed Services, and support agreement renewals, including agreement renewal, upselling, and expansion activities.
• Maintain an understanding of licensing models, renewal requirements, and version and support lifecycles for applicable software platforms.
• Coordinate upcoming renewals and lifecycle requirements proactively with customers and internal stakeholders.
• Work with Account Owners and Business Leaders on pricing, commercial changes, upselling, and expansion of customer agreements.
• Serve as the subject matter expert for EOSYS Managed Services offerings, service levels, value proposition, and pricing structure.
• Lead Managed Services presentations and customer discussions for opportunities identified by Sales, Account Owners, or Business Leaders.
• Lead efforts to transition appropriate legacy and ad hoc support customers into structured Managed Services agreements.
• Support Sales and Account Owners in developing Managed Services offerings for new project opportunities.
• Identify opportunities to adjust or expand EOSYS service offerings based on support activity and coordinate them with the Account Owner and appropriate Business Leader.
• Attend sales conferences and customer sites requiring in-person engagement.
• Establish and track customer success and Managed Services KPIs.
• Identify service trends and opportunities to improve and scale the Managed Services offering.

Benefits

• Profit sharing
• 401(k) with match
• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Flexible work schedules that support work-life balance while meeting business and customer needs