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 through the PI System. They accelerate the customer’s time-to-value in their use of PI 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 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.
Customer Success Managers will: 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 PI Infrastructure and uncover possible expansion opportunities within the existing install base Drive improvements in OSIsoft processes and policies, helping to move toward greater automation, self-service, and customer empowerment
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 PI use cases of value to customer, leverage workshop services, drive adoption for strategic PI System software (PI AF, Integrators, PI Vision, etc.) Expansion – collaborate with Account Manager (AM) on account plan, understand account expansion strategy targeted by AM, identify qualified add-on opportunities for AM, act and ‘eyes and ears’ for AM to deliver relevant information and relationships for opportunities. The AM is responsible for ALL commercial activities and closing.
REQUIREMENTS: Bachelor’s degree or higher in engineering or another technical field Experience working with C-level executives Strong relationship management and organizational skills Experience with solution development processes and application support lifecycles. 5 + yrs. experience with real-time data systems within an industrial manufacturing and/or operating industry Experience with project and program management methodology and techniques 5+ years of experience with AVEVA Unified Engineering solutions 5+ years of experience with AVEVA Software & Solution’s Experience with SaaS/PaaS Knowledgeable with Cloud providers Microsoft, AWS or Google Experience in a Customer Success Management role, preferred Domestic and global travel, up to 20%
We are the makers of the PI System, the leading operations data management platform in essential sectors, such as power generation and utilities, water, oil and gas, mining, metals, manufacturing, pharmaceutical, facilities, transportation, food and beverage, and more. Every day, industrial professionals in 146 countries rely on the PI System to improve operational performance, protect health and safety, keep the lights on, and make the world run more smoothly. Learn more about how you can make a difference at OSIsoft is now part of AVEVA, a global leader in industrial software, driving digital transformation and sustainability. By connecting the power of information and artificial intelligence with human insight, AVEVA enables teams to use their data to unlock new value. We call this Performance Intelligence. AVEVA’s comprehensive portfolio enables more than 20,000 industrial enterprises to engineer smarter, operate better and drive sustainable efficiency. The company is headquartered in Cambridge, UK, with over 6,500 employees and 90 offices in over 40 countries.
Adhering to our tenets, we are pathfinders, we are honest, and we respect people: our customers, partners, and especially our employees. We are committed to an inclusive workplace and accept applications without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression or gender characteristic, national origin, religion, marital status, medical condition, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. If you have a disability or special need that requires accommodation, please let us know.