Customer Success Manager

Customer Success Manager Domain Expert

Location: Hyderabad India

Employment Type: FullTime; Salaried

Compensation: Base Salary Bonus Benefits

Job Description

About Us:

At Innovapptive we are bringing the industrial frontline worker backoffice and assets together. Our platform is the only patented and CodeFree connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic tedious & labor intensive paperbased processes for maintenance operations & supply chain. The industrial frontline workers are empowered with a suite of highly reconfigurable mobile apps while the backoffice has realtime visibility into the frontline workforce with better planning scheduling adoption monitoring and actionable insights. Some of the worlds largest brands such as Newmont Mining Dominion Nuclear Hess Shell UNICEF ConocoPhillips Reckitt Benckiser are digitally transforming their backoffice and frontline industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime productivity safety and talent challenges while delivering jobs better faster cheaper and safer.

We are backed by Tiger Global Management a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the worlds Unicorn brands such as Spotify Netflix Facebook LinkedIn Amazon Peloton Harrys Ola Flipkart Freshworks and many more!

Recently we have announced our Series B funding led by Vista Equity Partners a leading global technology investor with participation from Tiger Global Management our existing Series A investor. Vista invests in missioncritical software businesses that have a clear purpose and a demonstrated track record of success such as Innovapptive.

Our mission is made possible by Innovapptives most important asset: our people. We come together through collaboration and ambition in a teamdriven culture. Through the success of our product we have seen monumental growth in our workforce and we constantly look for exceptional talent to join us. At Innovapptive you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial FrontLine Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a frontline worker and the backoffice employee.

The Role

The key missions of a Customer Success Domain Expert are Retaining Customers Expanding the Commercial Relationships Driving Adoption and Showcasing Solution and Organizational Value. You will be responsible for managing a customer portfolio by developing customer relationships that promote Innovapptive product adoption maximize ROI for our customers and minimize churn in the portfolio.

Our Customer Success Domain Expert will help our customers extract maximum value from Innovapptive solutions through a combination of product and industrial knowledge.

The key to success in this role at Innovapptive is defined as: educating customers on product enhancements and how they can take advantage of them by tying them back to their business processes; showcasing the value the customer has received in their relationship with Innovapptive partnering with Sales and becoming our customers executives trusted advisor on how to expand our product footprint to drive more ROI and value responding to and driving resolution of customer product and satisfaction issues; partnering with our Marketing department to drive customer advocacy programs.

The Customer Success organization is accountable for the following metrics at Innovapptive:

• Annual Gross and Net Churn
• Adoption of solutions
• Renewal
• Crosssell collaboration
• Reducing customer efforts
• Net Promoter Scores
• Change Guidance
• Spotting Revenue opportunities i.e. training certification

How You Will Make an Impact:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Define and drive Customer Success strategy mission and objectives.
• Drive process and organizational transformation to ensure customers achieve success.
• Be a single point of contact of escalation for any post golive customer related issues.
• Work closely with Professional Services and Customer Support to ensure customer satisfaction in implementations and post golive support.
• Develop business understanding of our products and capabilities and how they are used to address our customers use cases processes and pain points.
• Work closely with Products & Innovation and provide customer insights for roadmap development and drive adoption of enhancements in their customer portfolio.
• Monitor the progress of customer usage metrics and escalate and resolve low or declining adoption.
• Maintain customer related data for their accounts in Innovapptives CRM tool
• Understand customer outcomes by communicating with customers analyze customer health metrics run NPS and gather other feedback.
• Identify opportunities for customers to act as Innovapptive advocates (e.g. testimonials case studies upcoming Product feature reviews).
• On site training and assessments.
• Other duties as assigned.

What You Bring to the Team:

• Bachelors Degree in Chemical or Mechanical Engineering IT or Computers Engineering or equivalent degree in Computer Science
• Advanced degree is a plus; or equivalent combination of education training and experience (MBA preferred)
• 37 years of total experience
• Knowledge and experience working with Supply Chain Management (SCM) or Enterprise Asset Management (EAM) Field Service Management(FSM) software as a user or consultant.
• Industry or consulting experience in oil/gas chemicals mining or manufacturing industries.
• 1 years of minimum Customer Success Manager experience for a SaaS based product organization or equivalent combination of Customer Consultant experience.
• Demonstrated ability to drive process improvement and organizational transformation within an assigned customer portfolio
• Excellent communication skills to work with global customers
• Experience in working with complex multidivisional multigeographical customers.
• Proactive and action oriented not afraid to escalate to senior Innovapptive leaders for help.
• Experience working with crossfunctional teams (e.g. Sales Product Marketing Services).
• Ability to influence crossfunctionally as an advocate for your customers.
• Demonstrated customer portfolio revenue growth YoY.

What We Offer:

• A positive open and highlyinnovative environment and team
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects
• Competitive Base Pay
• Best of plan on Vacation & Paid Time Off.
• Provision of Medical Insurance for family self dependent spouse dependent children parents/parentinlaws
• Paid Maternity and Paternity leave
• Biannual reviews to ensure transparency and promoting high performance culture
• OKR Driven Performance Development Environment
• Learning & Development access to wide range of eLearning courses (technical Product Process etc.
• A host of Interest Groups/Clubs for Book Reading Toastmasters Sports Cricket Volleyball Throwball Badminton TT Music

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race color religion or creed alienage or citizenship status political affiliation marital or partnership status age national origin ancestry physical or mental disability medical condition veteran status gender gender identity pregnancy childbirth (or related medical conditions) sex sexual orientation sexual and other reproductive health decisions genetic disorder genetic predisposition carrier status military status familial status or domestic violence victim status and any other basis protected under federal state or local laws.