Customer Success Manager

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

Position: Customer Success Manager

Location: London or Cambridge, UK

The Job

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 energetic, 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.

CSMs manage various accounts by creating success plans and executing adoption 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.

Responsibilities:

• Manage a portfolio of 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

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 PI 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

Skills & Qualifications

• 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
• Strong technical understanding of at least one AVEVA solution.
• Good understanding about the AVEVA portfolio and use cases.
• English native speaker; additional 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
• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday

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.

Find out more: aveva.com/en/about/careers/benefits/

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.

Hiring process

Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.

Find out more: aveva.com/en/about/careers/hiring-process

About AVEVA

AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. 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 are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/

Find out more: aveva.com/en/about/careers/

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.