Customer Success Manager (CSM) MEA
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Job Summary
AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life such as energy infrastructure chemicals and minerals safely efficiently and more sustainably.
Were the first software business in the world to have our sustainability targets validated by the SBTi and weve been recognized for the transparency and ambition of our commitment to diversity equity and inclusion. Weve also recently been named as one of the worlds most innovative companies.
If youre a curious and collaborative person who wants to make a big impact through technology then we want to hear from you! Find out more at AVEVA Careers.
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Job Title:Customer Success Manager (CSM)
Location: Cairo Egypt
Employment Type: Full-time / Hybrid/ Travel to customer sites and AVEVA offices is expected (25% annually)
The job
The Customer Success Manager (CSM) is the main customer contact responsible for helping customers achieve faster value stronger adoption and better business outcomes from their AVEVA solutions. The role manages a portfolio of accounts through success planning regular engagement and trusted stakeholder relationships while working cross-functionally with internal teams and partners to maximize customer value and support growth. The CSM also serves as the voice of the customer internally helping drive continuous improvement across products and services.
Key responsibilities
As part of the Customer Success organization the Customer Success Manager is responsible for managing existing accounts ensuring the customers 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 customers 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 customers business and frequent contacts
Essential requirements
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
Desired skills
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
Commercial at AVEVA
Our Commercial team comprised of over 2000 dedicated colleagues is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales support success managers and business operations everyone shares a common goal: to deeply understand our customers needs and deliver tailored solutions.
If youre passionate about driving growth tackling complex business challenges and fostering strong customer relationships youll find success and fulfilment in our Commercial team.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.
Required Experience:
IC
About Company
At AVEVA, we work with you and harness the power of our ecosystem, to deliver solutions and expertise to optimize engineering, operations and performance.
