Business Partner - Customer Success

AVEVA is creating software trusted by over 90% of leading industrial companies.

Salary Range:

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training. 

About the Role

The Business Partner for Customer Success is chartered to work with the Adoption Leadership team to support and drive productivity, standardization, and governance via enhanced processes and systems that improve functional performance and metrics while fostering an enjoyable customer and employee experience. 

In addition, this role provides definition and oversight for key operational metrics including the analysis of data to help spotlight wins and discover opportunities for improvement or escalation. The scope of this role includes acting as the Success Operations liaison and business partner to Customer Success leadership and their senior management team for all core initiatives.  This will involve collaborating with cross-functional teams, optimizing processes, identify gaps and opportunities, and drive operations excellence within Customer Success. 

Dimensions

This role is part of the AVEVA Success Operations team within the Global Business Operations team. This is a global role focused exclusively on the Adoption function within AVEVA’s Commercial organization.  This position will report to the Director, Adoption Insights and Operations which is a part of the Success Operations function. 

Principal Accountabilities

• Key business partner to Customer Success Leadership, driving & coaching regional operations to support on all areas of strategy, business planning & rhythm of business.

• Partner with the leadership teams and regions, to effectively align and manage the leadership teams’ cadence of review and planning activities throughout the fiscal year.

• Ability to support department vision, set initiatives and develop supporting business cases

• Ensure planning, forecasting and budgeting efforts are appropriately integrated with other planning processes employed across the organization

• Work closely with the Leadership team and Global Business Operations to align the technology roadmap and strategy Foster continuous improvement with processes and systems from defining the high-level requirements and scope to enable the execution and launch of these changes

• Discover and Support each of the regions’ needs while driving global consistency in tools, processes and measurements

• Support the definition, delivery and analysis of key metrics/KPIs for monthly reporting and presentations as well as monitor to spotlight trends for management awareness

• Ability to think strategically and leverage analytics to drive efficiencies and pinpoint operational issues

• Identify, define and prioritize project initiatives and associated stakeholders in coordination with Customer Success Leadership

• Monitor the impact of improvements in business processes to measure and report on operational efficiency and employee impact

• Work with Adoption management to craft onboarding and enablement programs and collaborate with Business Operations functions to execute these programs

• Manage internal and external communications and collateral related to Adoption policies and operation

• Act as point of escalation for Adoption senior management for critical operational related issues and remediation

• Review, validate and provide content for contractual requirements related to Adoption deliverables and entitlements

• Facilitate the creation and updating of content for internal and external web properties

• Partner across functions to promote Adoption value and obtain input on performance and processes

• Act as Change Management champion and ensure/validate execution and communication content

• Develop and facilitate communication plans driving engagement and alignment

• Provide guidance to external functions on all Adoption related processes, support programs and capabilities

• Achieve goals specified for Business Partner team in support of the Adoption organization key metrics and initiatives and monitoring progress towards goal realization

Important Working Relationships

• Business Operations to coordinate enablement programs, required system updates, and functional analytic needs

• Portfolio team members to ensure release readiness or End of Life im