Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
About Us
Automation Anywhere is a leader in AIpowered process automation that puts AI to work across organizations. The companys Automation Success Platform is powered with specialized AI generative AI and offers process discovery RPA endtoend process orchestration document processing and analytics with a security and governancefirst approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains drive innovation improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AIpowered automation. Learn more at
The Sr. Customer Success Manager is arole is focused on ensuring our customers success in the UK driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers and Automation Anywheres success.
This is a high impact position where strategy meets . You will help us evolve our customer success strategy by creating and implementing processes that help our Customers maximize success with our technology. Youll collaborate with the global team of Customer Success Managers responsible for customer management from onboarding to regular reviews of progress towards shared objectives and ultimately ensuring the retention satisfaction and growth of the relationship. You will also ensure that you are tailoring your services to meet our Customers needs.
This is a challenging role that requires exceptional customer relationships team building a motivational style and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record to talk about! Additionally you will have a focus on quality management; foster an environment of innovation and demonstrate the ability to articulate a vision of continuous operational improvement as a way of working and managing. This person by nature will be a conservative risktaker have a high level of ambition and thrive in an environment of change.
Impact you will make in the role:
- Define segmentation of customer base and varying strategies to ensure customer success andmargin optimization.
- Provide customers with success blueprints service plans and business roadmaps that outline their critical success factors metrics for success potential issues as well as provide recommendations
- Define and optimize thecustomer lifecycle map the customer journey develop listening points in the journey and create standardized interventions for each point in journey
- Increase lifetime value of the Customer throughgreater advocacy and referenceability; serving as a customer advocate in the evolution of Automation Anywheres products and platform functionality integral to the customers success
- Engage broadly across the Customer organization frommanagementthroughto CLevel/Influencer as require
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
- Proactively assess the interactions with our top customers (product performance depth and breadth of usage Support experience
- Meld Customer Support activity into a coherent customer success organization with the singular focus of delivering the very best customer experience
- Assisting the Industry teams with key escalations and where required the production of best practice blueprints for the portfolio of customers
- Keep operational metrics for team. Create cadence for review within team
- Contribute thought leadership and best practice both internally and externally around business transformation
- Assist infostering collaboration within team and across customer lifecycle
- Working closely with Named Account Sales to identify new opportunities and facilitate transitions following initial or followon deployments.
Expertise you will bring in:
- 58 years of experience in customerfacing customer success account management or strategic consulting organisation. SaaS experience preferred
- RPA experience a big plus but not essential
- Ability to manage influence through persuasion negotiation and consensus building
- Deep business operations expertise
- Ideally combined background of postsales sales consulting services experience.
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and processoriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelors degree; preference for computer science or related degrees or equivalent experience
- Demonstrated success at skillful negotiation and strategy implementation.
- Strong financial acumen and a proven track record of continual enhancements to the design and results of service levels metrics within the candidates previous organization is a must.
- Able to balance providing exceptional service with the needs to improve financial performance and increase revenue and profits
- Up to 25 travel
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All unsolicited resumes submitted to any @ email address whether submitted by an individual or by an agency will not be eligible for an agency fee.
Required Experience:
Manager
Employment Type
Full-Time
