Customer Success Manager

ETAP Software empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. The Customer Success Manager is responsible for establishing strong relationships with customers, ensuring high levels of satisfaction and recognition of ROI, leading to renewals and growth opportunities.

Responsibilities:

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
• Engage with customers to understand how they work and ensure they are leveraging our solutions effectively
• Understand the motivation, business drivers, strategic goals, and desired business outcomes for his portfolio of large customers
• Craft joint customer success plans that include agreed-upon scope, shared metrics, user engagement, adoption plans, timelines, and communication
• Work closely with Sales, Technical Support, Training, and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth through increased product adoption and increased usage
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business, and ultimately drive retention throughout the customer life cycle
• Drive the Customer Success playbook for the High Touch Segment
• Facilitate Executive Business Reviews with decision-makers and our executive sponsor, where we celebrate shared successes and make adjustments as necessary
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Requirements:

• Bachelor / Master: initial training in electrical engineering & training in business/marketing
• Minimum 5 years' experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support, or Sales Management
• Knowledge of electrical design software is a plus
• With strong empathy and a capacity to build successful customer relationships
• Great organizational skills
• Strong commitment to customer satisfaction
• Proven ability to persuade