Customer Success Manager

2 weeks ago

Singapore Aveva Full time

AVEVA is a global leader in industrial software. 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’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

About the Role

We are looking for highly motivated, confident, and well-organized individuals to ensure that AVEVA's customers are satisfied with the services they receive and to help identify areas where AVEVA can enhance our relationship and offerings to our customers. This position is part of the global Customer Success Team and the primary responsibility is to focus on onboarding and adoption efforts for the large segment of growth and territory accounts using different means of engagements at scale.

**Responsibilities**:
- Deliver and engage with a wide array of customers through use of our customer intelligence platform (Gainsight) to monitor usage trends and customer health to proactively identify challenges and/or optimization opportunities- Oversee customer support activities, serving in a critical issue management role when necessary- Work closely with cross-functional sales teams and internal business partners to deliver customer outcomes, manage risk, and position cross-sell opportunities.- Partner with Marketing, Sales and Industry Principals:
- To create effective and targeted campaigns-
- Keep track of all campaigns, analyze results and share those with the CSM Leadership, the Account Team and other departments-
- Gauge customers’ levels of engagement:
- Analyze customer health metrics, running Customer Satisfaction Survey and gather other feedback via marketing tools-
- Promote customers to a higher tier of CSM engagement-
- Represent the voice of the customer to provide input into core product, marketing and sales process-
- Work with Customer's stakeholders to understand and translate customer business requirements into technical solutions and a customer success plan- Lead a monthly review, or more frequently as needed, to drive alignment and faster resolution to accelerate customer adoption- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment

Qualifications:
- Bachelor’s degree in engineering, business or related fields- Strong analytical, and problem-solving abilities- Ability to present the value of our Cloud and SaaS product offering to customers- Strong ability to help with adoption efforts- Ability to work well within cross-functional and geographically distributed teams- Experience with Gainsight and journey orchestrator is a plus

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.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.

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