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Senior Customer Success Manager

Job Description


Job Title: Senior Customer Success Manager
Job Reference: MRT05052022
Location: Belfast/ Hybrid
Package: Highly Attractive

VANRATH has partnered with a global leading Digital Manufacturing Software provider to hire a Senior Customer Success Manager to their Belfast team.

The Client

aPriori solves a challenging technical problem, combining innovative algorithms and technologies. Founded in 2003, they offer the technical challenges of a start-up and the excitement of a rapidly growing, established software firm.

aPriori's game-changing software is helping manufacturers embrace and thrive in the new world of digital manufacturing. The world of manufacturing has been forever changed by COVID - rapidly accelerating the transformation from physical, step-by-step development of products to fast, dynamic, collaborative digital design, sourcing and production. This is turning manufacturing on its head, enabling upstarts to disrupt the leadership positions held by the manufacturing giants. As a result - everything is changing - and opportunity abounds.

The Role

The Senior Customer Success Manager is responsible for ensuring customer success and delivery of desired outcomes through day-to-day management of client engagement services and solution implementations.
They provide success management, business consulting, and process change assessment during the implementation and deployment.
A key role of the Senior Customer Success Manager is to foster customer loyalty by ensuring that customers can successfully realise the value of the solutions and services.
The measurement of success in this role is the continued renewal of customers' existing software subscription and the identification of expansion opportunities for additional software and services.

The Senior Customer Success Manager builds relationships with the customer's executive sponsor and project team to develop an understanding of their business needs, then works with internal teams to develop and implement solutions and supporting success plans to meet those needs.
The Senior Customer Success Manager then manages the activities needed to help the customer apply the solution per the Customer Success Plan to generate business value and track that value to justify future software renewals and business expansion.

This role requires a high level of communicating and managing the customer expectation around success plans, activities, and results of the engagement.

Responsibilities

  • Management of multiple customer implementations inclusive of all Professional Services activities needed for a successful deployment
  • Responsible for implementation success from kick-off meeting through lifecycle of customer
  • Work with Sales Directors and client executive sponsors to understand and communicate customer needs and develop the Customer Success Plan
  • Work with technical resources to develop an implementation strategy to fulfil customer requirements and expectations
  • Work with Project Managers to develop detailed project plans, work breakdown structures, and budget tracking documents then ensuring that they are maintained and adhered to throughout the lifecycle of the project
  • Act as the primary resource for communication of project status to internal and external stakeholders
  • Serve as the first point of escalation for project issues
  • Manage and build relationship with executive sponsor and project team
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal



The Ideal Candidate

  • 5+ years' experience and demonstrated success managing enterprise software implementations with external clients
  • Educated to degree in Engineering, Computer Science, Business Management or a related field
  • Experience managing customer relationships and expectations as they relate to technical projects
  • Comfort interacting with and tailoring messaging to all levels of customer resources
  • Demonstrated ability to assess customer needs, develop a project scope and successfully execute
  • Demonstrated ability to identify risks that may impact the success of the project and determine appropriate mitigating actions
  • Strong written and oral communication skills
  • Strong project management skills
  • Willingness to travel up to 20% of the time



Desirable Skills

  • Experience and demonstrated success in managing business process change in a consulting role
  • Experience creating, facilitating, and presenting reports to senior-level client stakeholders
  • Demonstrated success managing cross-functional project teams
  • Previous industry experience in Aerospace, Automotive or Heavy Industrial industries
  • Advanced degree in technical or business-related field



Salary/ Benefits

  • The successful candidate will receive a highly competitive base salary and benefits package.

For further insight into this vacancy and fantastic company please apply via the link below or contact Marty Caskey in the strictest confidence.