Customer Success Manager (CSM)

Job Description Roles & Responsibilities 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 these 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 Desired Candidate Profile 4+ years experience in similar roles Strong Verbal and written Communication skills Strong presentation skills on AVEVA core technologies, business initiatives and services OR similar products (Engineering / E3D, PI System / Historian, InTouch / System Platform / SCADA, MES / Operations Management, Predictive Analytics / AIM, and CONNECT) 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 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 Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday Language Requirements: Arabic and English 4+ years of relevant experience in the manufacturing and/or services industry 2+ years of experience with AVEVA software products, with working knowledge of one or more of the following, or similar solutions: Engineering / E3D, PI System / Historian, InTouch / System Platform / SCADA, MES / Operations Management, Predictive Analytics / AIM, and CONNECT Experience with AVEVA Engineering products would be considered an added advantage Industry knowledge in one or more of the following sectors: Oil & Gas, Mining, or Power French language proficiency would be considered a strong asset Company Industry IT - Software Services Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Customer Success Manager (CSM) Get real-time job updates only on our App