As a Customer Success Manager, you are a critical part of the team that ensures customers enjoy the best experience possible in their interaction with Everactive. You will act as the lead post-sales contact, establishing relationships with them to ensure best practices leveraging our always-on remote monitoring solution in their environments. You have in-depth knowledge of indicators of success, leveraging data and your analytical aptitudes to help our customers reach their success goals. Your work will ensure our customers realize ROI using Everactive solutions and assist them in their journey to adopt and grow with our products and services.
Responsibilities
- Cultivate a positive working relationship with assigned accounts acting as a consultant to ensure customers receive maximum ROI post-deployment through renewal
- Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs
- Develop, deliver and present customer success plans which outline critical success factors and measures for success
- Present Quarterly Business Reviews to ensure customers are on track to achieve their goals and success with our Everactive solutions
- Drive technology adoption (features, use cases) by providing valuable insights to our customers
- Provide on-going customer training on existing products, new features, and future products to increase customer engagement and identify upsell and expansion opportunities
- Monitor and respond to customer inquiries, applying internal resources, escalation, and resolution processes for critical customer issues (escalate to Support team where appropriate)
- Work with existing accounts that have expressed an interest in either non-renewal or early termination with a goal to retain the maximum # of subscriptions and accounts as possible
- Partner with Marketing to develop internal and customer-facing processes, programs and materials to improve the quality and efficiency of the Customer Success team
- Partner with our Sales, Success, and Technical Support teams to ensure ongoing customer success
- Create a customer feedback loop with Product Management to surface customer requests and help translate customer feedback into product requirements
This position will require travel approximately 25% of the time during normal business conditions.
Required Qualifications
- Entrepreneurial and comfortable working in a fast-paced environment with the ability to thrive under minimal guidance while being held accountable for achieving key objectives, including renewal rate targets
- Technical knowledge to understand the value of our underlying technology and define the features and requirements necessary to deliver a complete product
- Strategic thinker and tactical executor – able to transition easily from big picture to detailed operations
- Excellent interpersonal skills with the ability to think and communicate creatively, thoughtfully, and on your feet with diverse technical and non-technical groups, spanning all organizational levels
- Previous experience analyzing data sets using Excel, Google Sheets or similar
- Experience in SaaS customer success, account management, consulting and/or sales.
Desired Qualifications
- 5+ years of experience in industrial environments or manufacturing industries
- S. or greater in Mechanical, Industrial, Civil, or Environmental Engineering
About Our Values
Successful Everactive employees routinely exhibit our four core values:
- Pioneering ideas: to revolutionize computing, we look for the best ideas without being constrained by existing approaches. This clean slate, first principles approach expands our creative scope and helps us lead development of the next generation IIoT with field-changing technology.
- Rigorous, honest thinking: we approach all of our endeavors with intellectual honesty and rigor. This honesty leads us to careful self-evaluation - identifying and admitting what we do not know – and to making hard decisions when we believe they are right.
- Live well, work well: we believe that there are many things in life that are more important than work and that a fulfilling life outside of work makes it easier to do excellent work when you are focusing on the work part of life. Likewise, working well makes life more fulfilling.
- One Team: We are a team of diverse individuals aligned by a common vision of the future of computing. We are strongest when we respect and embrace our differences. This requires that we share our thoughts, ask questions, and candidly provide feedback and encouragement to others. We are passionately committed to inclusion across race, gender, age, beliefs, identity, orientation, and life experiences that make us unique. Our diversity drives our greatest achievements.
Everactive is an Equal Opportunity Employer
We are committed to recruit, hire, and develop an exceptional team of individuals aligned by a common vision of the future of computing. We recognize that our team is strongest when we respect and embrace differences while cultivating a culture of inclusion across race, gender, age, religion, identity, beliefs, and life experiences that make us unique. Our diversity is what drives our greatest achievements.