Customer Success Manager

About Stellix Global Services We collaborate with our customers and technology and service partners with a relentless co innovation mindset We solve difficult challenges and deliver sustainable outcomes If you are a problem solver with a passion for working across multiple technologies and business relationships we invite you to explore opportunities at Stellix Global Services Job Overview We are seeking a passionate and customer centric individual to join our team as a Customer Success Manager CSM The CSM is a crucial member of Stellix s strategic account team dedicated to helping clients achieve their manufacturing objectives This role focuses on ensuring Stellix is aligned to our customers initiatives developing success plans to maximize value from our OT platforms engagements and service contracts By investing back in our customers to drive a positive experience this role will directly lead to higher customer satisfaction retention and business growth Leveraging expertise in manufacturing operations and digital transformation the CSM will partner with clients to record measurable outcomes aligning platform utilization with their broader digital business objectives The CSM will collaborate with customers with a deep understanding of stakeholder roles to understand their business requirements and guide them through technology adoption leveraging offer entitlements to achieve KPIs Acting as an internal advocate for clients and external representative of Stellix services & Stellix technology ecosystem partners the CSM will work closely with sales technical and delivery leadership to execute success plans throughout the customer lifecycle Key Responsibilities Customer Relationship Management As the primary point of contact CSM will build and maintain strong long lasting customer relationships Proactively Manage stakeholder expectations efficiently with a focus on long term successDevelop & Lead Customer Success Plans Collaborate with sales to document clients short and long term vision and objectives Working with technical leads to update success plans strategically position solutions document risks and reporting on client contract metrics to support contract growth Implement strategic proactive internal and external communication as part of a broader account communication strategy including executive level contentOnboarding and Transformation Management Lead onboarding Develop and implement change management plans including comprehensive training programs tailored for operators executives and cross functional teams pre and post Go LiveMeasure and Improve Partnership Experience Utilize CSAT Customer Satisfaction and other key experience metrics to implement strategies geared towards maintaining and enhancing the experience Foster net promoters who can provide referrals within our ecosystemValue Capture & Continuous Improvement Monitor and document business outcomes ensure measurable results are achieved and communicated effectively; present findings to both clients and internal teams to document valueCollaboration with Ecosystem Foster alignment with Stellixs partner ecosystem to enhance end user adoption solution delivery and value realizationStrategic Thinking Proven ability to think critically and strategically in partnership with a sales team to support growth of entire Stellix PortfolioKey Metrics for Success Customer satisfaction and system adoption ratesMeasurable achievement of client business outcomes and value deliveredIncreased utilization of Stellix platforms aligned with client KPIsDelivery of client contractual obligations on time and within scopeExpansion of client relationships and contract retentionexpansion leading to revenue growthHow Youll Be Successful Passion and commitment for customer success Lifelong learner motivated to explore innovative solutions with customers within established accounts Ability to maintain and expand to new opportunities within your assigned accounts Identifying gaps in change management and building detailed change management plans leveraging our solutions Strong written and verbal skills executive level presentation and experience in facilitation Team player can develop long term account strategies and assist in executing those strategies Ability to identify success criteria and KPIs and measure report on progress against those Ability to maintain a high level of productivity manage multiple competing priorities and work effectively under the pressure of time constraints in a fast paced complex collaborative and team oriented environment Strong Document and communication skills Taking notes on customer meetings and getting them to relevant parties with actions Focused on efficiency and leveraging AI to analyze client data for insightsWhat Youll Do Identify client business objectives gather requirements and work with technical resources to propose and deliver contracts and project scope Measure monitor and report on ability for delivered solutions meet those objectives Develop system use cases for labmanufacturing operation management systems and leverage use cases for contract expand and client advancement Set client and internal stakeholder expectations with a focus on long term success Align system and contract utilization and improvements with client business objectives Develop HyperCare and training plans prior to go live and future onboarded resources Ensure high customer satisfaction and adoption of all services provided to the client Improve system adoption while understanding operator challenges Ensure that contractual obligations are met by reporting on entitlement utilization and tailoring entitlements for future contracts Provide awareness and alignment with partner ecosystem Inspire client with new solutions to their issues What Youll Bring 2 years of sales experience selling software services or solutionsExperience in the industrial automation industry with a strong understanding of process control systems and applicationsProficiency with DeltaV software and hardware including configuration troubleshooting and system maintenanceA proven track record of driving and closing dealsStrong track record and history of carrying and exceeding a quotaUnderstanding ofaccountability to sales behavior metrics including managing business opportunity in a CRMExperience selling Software CloudSaaSEdge on premise or Service SolutionsEffective communication and documentation skills with the ability to engage with diverse stakeholders including quality process engineering operations and executivesExperience with assessing system interactions and driving adoption of solutions in areas such as Process Control MES OT Data Real Time Modeling and SchedulingProven success in delivering services with a focus on client satisfaction adoption and measurable outcomesExperience with cloud platforms content and data managementExpertise in developing proposals and driving revenue growth through solution based sellingSuccess Planning and execution skillsStrong technical and analytical aptitudeStrong attention management skillsAbility to set a strategy and lead engineering and program management team to accomplish thisExperience with CSAT and other Customer Success metricsLife Sciences industry business knowledgeBachelors Degree in a related field Heres What Youll Get Highly competitive Medical Dental and Vision InsuranceFlexible Spending or Health Savings AccountsUnlimited Vacation Time10 Paid Holidays12 Paid Weeks Maternity LeavePet InsuranceRetirement Savings 401k and Employee Stock Ownership PlanEmployee Referral BonusProfessional Development ReimbursementCompany Paid STD LTD and Life Insurance Must be currently authorized to work in the United States Policy on Third Party Unsolicited Resume SubmissionsPlease note that any third party unsolicited resume submissions will immediately become the property of Stellix Global Services Stellix Global Services will not pay any fee to a submitting employment agency person or entity unless a signed agreement is established Please NoteStellix Global Services is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color religion sex gender identity sexual orientation national origin disability protected veteran status or any other characteristic protected by law