Customer Success Manager

EMEA

Description:
The aPriori Customer Success Manager is responsible enabling customers and aPriori to achieve their desired outcomes by providing a superior customer experience. A key role of the Customer Success Manager is to foster customer loyalty by ensuring that our customers can successfully realize the value of our solutions throughout the customer lifecycle. The Customer Success Manager maintains the customer relationship and manages the activities needed to help the customer apply the solution per the Customer Success Plan to help customers achieve positive business outcomes. The measurement of success in this role is the continued renewal of customers’ existing software subscription and the identification of expansion opportunities.

This role requires a high level of communicating and managing the customer expectation around success plans, activities, and results of the deployment.

This role is part of the Customer Success team and reports to the Director of Customer Success.

Responsibilities:
• Management of many small customers though varying stages of the customer lifecycle using a systems-based approach
• Understand the business needs of the customer to create a plan for utilization of aPriori to achieve their objectives
• Collaborate with Sales and Product functions to implement and monitor health of covered accounts and define action plans based on account health results
• Work with technical resources to develop an implementation strategy to fulfill customer requirements and expectations
• Act as the primary aPriori resource for communication of customer needs to internal and external stakeholders
• Serve as the first point of escalation for customer issues
• Identify risk and collaborate with internal teams to remediate and ensure a successful renewal

Required Skills:
• 3+ years experience and demonstrated success managing enterprise software with external clients
• Experience managing customer relationships and expectations in a technical domain
• Comfort interacting with and tailoring messaging to all levels of customer resources (executive through individual contributor)
• Demonstrated ability to assess customer needs, develop a project scope and successfully execute
• Demonstrated ability to identify risks that may impact customer success and determine appropriate mitigating actions
• Strong written and oral communication
• Strong project management skills
• Willingness to travel up to 20% of the time
• BS degree in Engineering, Computer Science, Business Management, or related field

Preferred Skills:
• A relentless focus on improving the customer’s time to value
• Experience creating, facilitating, and presenting reports to senior-level client stakeholders
• Demonstrated success managing cross-functional project teams
• Experience with CRM type applications (Gainsight, SalesForce, ZenDesk)
• Previous industry experience in Aerospace, Automotive or Heavy Industrial industries
• Advanced degree in technical or business related field

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