Customer Success Manager - Manufacturing Excellence
Indeavor, United States
Job Description
The Customer Success Management team within our Revenue organization is dedicated to making our customers successful with Indeavor’s core products and services throughout the customer journey.
The Customer Success Manager Manufacturing Excellence (CSM) will join the team as a subject matter expert with a wealth of knowledge in the manufacturing industry and brings that experience into their daily interactions/engagement with both external customers and internal resources/initiatives. He/she has worked and/or consulted within a manufacturing facility and is very familiar with labor scheduling practices as well as operational KPIs that drive efficiency for production operations.
A Customer Success Manager proactively works with their customer portfolio, developing an account strategy based around the following key pillars:
- Realize Value: Have a Success Plan for each account outlining adoption status, wins, opportunities, and efficiencies w/supporting data.
- Achieve Upsells: Understand account upsell opportunities what is viable revenue growth and a plan to achieve the revenue growth.
- Support Expansion: Support overall account management efforts with account expansion.
All work should be aligned with the Customer’s Master Service Agreement (MSA), Support Contract and the customer’s specific success strategy. Your traits include being a self-motivated leader, consultative, organized, flexible, articulate, confident, professional, and thriving in a fast-paced work environment.
Responsibilities:
- Own a portfolio of enterprise accounts and develop key relationships with a focus on value realization, revenue retention, and revenue growth.
- Become a trusted advisor to the customer by applying your manufacturing industry experience into your customer engagement and account strategy.
- Facilitate a cadence of meetings with each customer based on their service agreement which includes, introductory calls, monthly connects, annual business reviews, etc.)
- Have keen instincts to assess account health and understand when to proactively escalate to appropriate internal and external stakeholders.
- Work closely with respective Account Executives to help expand the customer footprint.
- Identify and execute a plan to upsell additional services and/or subscription offerings.
- Understand the Indeavor value realization metrics and how they impact the customers’ long-term success on the platform.
- Create and maintain a Success Plan for each customer account that outlines key customer goals/value proposition, wins, opportunities and supported by data-driven efficiencies within the Indeavor platform.
- Awareness of account adoption and facilitate the appropriate escalation and initiate remediation activities but have the maturity to allow the accountable adoption owners to support as needed.
- Recommend renewal approaches and pricing strategies to the renewals leadership committee and assist with renewal support as needed.
- Coordinates with the Implementation Team to support the handover process to Customer Success and Service Center.
- Ensure customer need is transformed into Product Roadmap -"High Priority vs Nice to Have.
- Promote customer advocacy at any chance, and work to identify referenceable customers.
- Contribute to the growth of the Customer Success organization by providing industry-specific mentorship to other Customer Success Managers and owning initiatives (quarterly goals) to enhance/optimize the overall Customer Success offering.
- Ensure Salesforce account and opportunity data is current and accurate (such as customer health, health strategy, revenue opportunities, etc.)
- Manage and resolve escalated customer issues and concerns effectively.
Requirements
- Bachelor’s degree
- Minimum of 4+ years of customer-facing experience within the manufacturing industry, or equivalent experience in nuclear and oil amp; gas business segments.
- Outstanding written and verbal communication skills
- Strong multitasking and organization skills
- Proven proficiency in solutioning customer issues, system troubleshooting and defining priorities
- Experience with Microsoft Office Suite
Other Considerations:
- Knowledge of Lean manufacturing principles, Six Sigma methodologies, and other continuous improvement techniques
- B2B SaaS experience
- An understanding of Software Development Life Cycle
- Experience with CRM and issue ticketing systems such as Zendesk and Salesforce
- Minimal travel expected less than 20% per year
- Candidate must be legally able to work in the US without sponsorship
Benefits