Enterprise Customer Success Manager - Manufacturing SaaS

Houston Permanent USD115,000 - USD150,000
  • Work with one of the highest growth engineering & manufacturing SaaS company
  • Engineering, Manufacturing, Aerospace, Automotive, Supply Chain experience

About Our Client

My client is a a high growth and market leading SaaS platform in engineering & manufacturing efficiency and supply chain cost reduction. They are seeking a remote based Enterprise Customer Success Manager with working knowledge of the engineering and manufacturing space, who will sit on their post sale client relationship management team. This is one of the highest positions on their customer success team managing their top tier accounts such as Toyota, Honeywell, Boeing, GE and more.

Job Description

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

Description

My client has a multi-level customer success team and is seeking an experienced hire to come in to one of their most senior level roles within the customer success team managing their top accounts.

Responsibilities:

  • Client Relationship Management:
    • Management of up to 5 enterprise level customer relationships, working closely with implementations, and project teams simultaneously
    • Responsible for customer deployment from pre-sale requirements gathering through customer life cycle
    • Development of the Customer Success vision and plan for the initial deployment and beyond
    • Facilitate group discussions with a goal of identifying planned software use cases and projects, standard software usage procedures, customer business process change needs, and customer value generation activities and results tracking
    • Coordinate and facilitate all integration and configuration of software based on customer business needs
    • Manage and build relationship with executive sponsor and project team members
    • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Strategy and Methodology Leadership:
    • Support and work with Professional Services Management to develop and maintain strategic direction and methodology regarding Customer Success and implementation best practices across the assigned region
    • Work with team members to develop and monitor customer success plans for new and existing clients
      • Assist CSMs with challenges faced regarding value tracking and general implementation issues
      • Identify, resolve, and escalate strategic risks/issues to manager
    • Monitor and ensure customer success plan is being followed, including the proper use of tools, templates, and best practices
  • Mentoring & Training
  • Assist with training of new team members
    • Develop training schedules
    • Assist with training on relevant topics related to delivery and strategy
    • Coordinate technical resources to assist with training
  • Identify / develop additional training topics for team related to delivery, strategy and general client management
  • Team Development
  • Identify and interview candidates for open Customer Success positions
  • Recommend team members for promotions
  • Mentor and advice on company's core values
  • Ability to communicate the value of Company on multiple mediums including blog posts, external speaking engagements, and webinars

The Successful Applicant

You Have:

Education and Experience:

  • 10+ yrs. experience and demonstrated success in managing and growing strategic relationships and multiple, complex business application / software implementations with external clients
  • Preferably engineering background or engineering/manufacturing domain knowledge
  • BS degree in Engineering, Computer Science, Business Management or MBA
  • Experience creating, facilitating, and presenting reports to senior-level client stakeholders and Company management



Required Skills/Abilities:

  • Comfort interacting and communicating with customer and internal Company executives and management, project team members, and individuals
  • Experience and demonstrated success in managing business process change at Company or significant external examples
  • Demonstrated ability to mentor team members in developing customer strategies and business solutions, and develop project scope to meet those needs and support the strategy & goals
  • Ability to lead and facilitate project meetings and senior level customer meetings
  • Demonstrated success leading project teams with a record of high customer satisfaction
  • Demonstrated ability to identify risks that may impact the success of the project and determine appropriate mitigating actions
  • Extremely strong written and oral communication skills
  • Willingness to travel up to 30-50% the time

What's on Offer

Offer:

  • Fully remote based role - can sit anywhere in the US
  • $125-140k base + $15k bonus
  • Unlimited PTO
  • 401k + match
  • Full benefits package including competitive medical plan



Apply now, your profile will be reviewed this week for the role.

Contact
Madison Litchfield
Quote job ref
JN-102021-4200815

Job summary

Sector
Sales
Sub Sector
Account Manager
Industry
Technology & Telecoms
Location
Houston
Contract Type
Permanent
Consultant name
Madison Litchfield
Job Reference
JN-102021-4200815