Customer Success Manager

Customer Success Manager 

  

 Job Description  

AssetWatch  powers manufacturing uptime by delivering an unparalleled proactive condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – to be the world’s leading condition monitoring platform, eliminating unplanned downtime for manufacturing facilities across the globe. 

 We're growing FAST and seeking a Customer Success Manager to become a trusted advisor to customers and own the success of the partnership. You will help demonstrate the value for our customers and be their go-to contact, advocating and facilitating successful customer outcomes throughout the broader Asset Watch organization. To succeed in this role; you will need to focus on customer objectives, be a team player, have outstanding collaboration skills and the ability to think critically. You must be able to manage shifting business demands and be able to prioritize tasks appropriately. 

  RESPONSIBILITIES:  

• Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction 
• Acquire a deep knowledge of company products and value proposition 
• Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer's objectives for overall success. Identify churn risk, and work proactively to eliminate that risk
• Develop and present strategic success plans that clearly deliver on customer expectations 
• Be highly organized with strong CRM and territory management skills 
• Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria 
• Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience 
• Facilitate Asset Watch customer onboarding, training, and initial user setup
• Meet retention and sales targets on a quarterly basis 

 EDUCATION AND EXPERIENCE  

 The ideal Customer Success Manager at AssetWatch will have the following qualifications:  

• 4+ years in account management or customer success  
• 2+ years' experience selling additional products and services to existing accounts  
• Experience with CRM platforms (Salesforce strongly preferred)  
• Ability to use remote communication tools to interact and add value to internal and external stakeholders (ie. Zoom, Slack, etc)  

 DESIRED SKILLS AND ATTRIBUTES  

• Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms  
• Strong active listening skills with a desire and knowledge to understand and solve for customer needs   
• Experience strategically consulting customers, creating success plans, and achieving their desired outcomes  
• History of exceeding retention and expansion quotas 
• Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement
• Ability to multi-task, prioritize and manage time effectively
• Exceptional organizational skills; be results-oriented with a bias for action
• Must embrace a culture of accountability
• Work autonomously with minimal supervision
• Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner
• Strong collaborator who can build trust and contribute to the success of the team
• Understand how departments and team members contribute to the success of the organization and be comfortable to step in support however needed
• Professional appearance, excellent communication skills and professional conduct
• Fluency in English; other languages are a plus