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Customer Success Manager (CSM)

Company: Innovapptive
Location: Houston
Posted on: March 20, 2023

Job Description:

Customer Success Manager (CSM)Job Description Location: Houston, Texas or remote USAEmployment Type: Full-Time; Salaried.Compensation: Base Salary, Bonus, Medical, etc.Reporting: This position reports up into the Vice President of Customer Success OrganizationAbout Us:At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and "Code-Free" connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world's largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, Mead Johnson are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer. We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "Unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!.Our mission is made possible by Innovapptive's most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.

How You Will Make an Impact:As CSM, you will be responsible for retaining a portfolio of customers including: expanding contracted annual recurring revenue (cARR), attaining and maintaining adoption targets, and showcasing Innovapptive's solution roadmap driving continuous improvement initiatives and customer adoption of new innovations. You are responsible for developing customer relationships that promote Innovapptive as advocates, attend and present at Innovapptive marketing events, provide value-based case studies, and provide video testimonials for public use. Our Customer Success Manager will be contract experts for their individual accounts, ensuring annual billing events are completed, renewals are secured ahead of contract expiration, and cARR increases are negotiated and accepted. Finally, you are accountable for monthly or quarterly business reviews with your customers' executives where you will communicate value and ROI obtained relative to expected targets. Innovapptive defines customer relationship management as: educating customers on product enhancements and how they can take advantage of them; showcasing the value the customer has received in their relationship with Innovapptive, partnering with Sales and becoming our customer's executive's trusted advisor on how to expand our product footprint to drive more ROI and value, responding to and driving resolution of customer product and satisfaction issues; partnering with our Marketing department to drive customer advocacy programs.The CSM is accountable for the following metrics:Annual Gross and Net ChurnAdoption of solutionsCross-sell collaborationReducing customer effortsNet Promoter ScoresYou will have the opportunity to travel worldwide to your customer sites, and be given autonomy in determining how you will use your allocated budget to prioritize customer visits, objectives and agendas to drive attainment of your assigned metrics above. -What You Bring to The Team:To be successful in this role, we believe that you need to possess the following attributes.
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Experience in working with complex, multi-divisional, multi-geographical customers.Proven ability to define Customer Success strategy, mission and objectives for each of your customers and influence them to execute to these actions.Prior work experience in process and organizational transformation initiatives, ideally within the Enterprise Asset Management (EAM) space.Structured and calm approach in managing escalations for any post go-live customer related issues.Familiar with Professional Services implementation life cycles and Customer Support processes, ideally with mobile application technology, or web-based SaaS solutions. Consulting background, demonstrating ability to develop business understanding of our products and capabilities and how our customers use them to address their EAM processes and pain points. Communicate effectively with Products & Innovation to provide customer insights for roadmap development specifically targeted at driving adoption in their customer portfolio.Strong data analysis background, specifically on identifying patterns in customer usage metrics, escalating and resolving low or declining adoption. End to end contract renewal negotiation including price increases and amendments as necessary.Strong attention to detail and desire to maintain customer related data for their accounts weekly.Ability to influence customers to participate in end user feedback sessions, including NPS surveys, training surveys and gather other feedback.Identify opportunities for customers to act as Innovapptive advocates (e.g. testimonials, case studies, upcoming Product feature reviews).Other duties as assignedRequired Qualifications:Required
Bachelor's degree in Computer Science, Engineering, Business Administration, or a related discipline. 3+ years of Customer Success Manager experience for a SaaS organization, or equivalent combination of Management Consulting experience.Must be authorized to work in the United States for any employer without sponsorship.Understanding of one or many of SAP Materials Management, Plant Maintenance, Production Planning, and Extended Warehouse ManagementSaaS software implementation or Management Consulting experience in one or more of the following industries: oil & gas, mining & metals, industrial manufacturing, utilities and rail/distribution.Preferred
Masters in Business Administration or Change Management5+ years of CSM experience for a company who provides SaaS mobile application software to an embedded end user base2+ years experience, for a SaaS mobile application vendor, - in a quota carrying Sales role, or solution consulting / software demo roleWhat We Offer above work:
A positive, open, and highly-innovative environment and team.Entrepreneurial spirit with unlimited opportunity to grow.Opportunity to work with leading global brands on exciting and impactful projects.Competitive base pay.Best of plan on vacation & paid time off.Provision of medical insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws.Paid maternity and paternity leave.Bi-annual reviews to ensure transparency and promote high performance culture.Objective Key Result (OKR) driven performance development environmentLearning & Development - access to a wide range of e-Learning courses (technical, Product, Process, etc.,).Interest groups/clubs for book reading, toastmasters, sports - cricket, volleyball, throw-ball, badminton, tt, music. -Innovapptive does not accept and will not review unsolicited resumes from search firms.Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws. - - -Powered by JazzHR

Keywords: Innovapptive, Houston , Customer Success Manager (CSM), Executive , Houston, Texas

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