Software AG
Customer Success Manager - TrendMiner
Software AG, Houston, Texas, United States, 77246
Software AG simplifies the connected world . Founded in 1969, it helps deliver the experiences that employees, partners, and customers now expect. Its technology creates the digital backbone that integrates applications, devices, data, and clouds; empowers streamlined processes; and connects “things” like sensors, devices, and machines. It helps 10,000+ organizations to become a truly connected enterprise and make smarter decisions, faster.
Our story goes beyond technology. We put
people first
– employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation. Our size means everyone has an impact and every voice is valued. We are big enough to compete and small enough to care.
Be you, join us .
Overview:
As a Customer Success Manager (CSM), you will be responsible for customer adoption and retention for a broad portfolio of accounts in different verticals. You will interact and build relationships with customers to ensure they are plugged into all resources TrendMiner has to offer, such as customer training, on-site support services, sharing new release information, user support, all to ensure the customer is successful using the TrendMiner software and generating business value. The CSM will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation and adoption risks, drive usage, ensure user satisfaction, and identify opportunities in the accounts to grow the Annual Recurring Revenue (ARR).
About the Role:
The CSM will enable our customers to realize business value from their investment in TrendMiner and empower our customers to become passionate advocates of our platform.
Key responsibilities include:
Ensure a professional and smooth integration of the added value of analytics into successful operations at our customers using our own TrendMiner platform
Comprehend customer’s business needs and tailor the Customer Journey to deliver business value.Manage and track the success criteria to ensure projects remain on schedule and risks are mitigated.Develop operational plans based on customer goals, company and departmental KPIs like retention, customer value, etc., and achieve these KPIs.Identify and flag risks of adoption and churn of any kind.Share insights with project managers to avoid and mitigate risks in the project.
Collaborate with internal and external stakeholders
Team up with sponsors and project managers on the customer side to
Manage progress of the contract.Drive use, value, and satisfaction.Ensure smooth contract renewals and upsell.
Support TrendMiner customers in the use of TrendMiner as their prime analytics toolbox, together with the Data Analytics Engineers in our Customer Success team.Support the sales process by presenting a finely curated customer journey to prospects.Collaborate with the Product team in defining requirements for future features in TrendMiner, capturing key requirements and their business need from customers.Collaborate with the Support and R&D teams for product issues and requests.Drive internal improvement projects to continuously optimize our Customer Success approach.
Required Qualities (Required Qualifications Or Minimum Qualifications):
Minimal level of education - BSc in a commercial or technical study.Understanding of the use of analytics in general.Understanding of the process industry (Chemical, Oil & Gas, Food & Bev, etc.).Ability to manage multiple large and complex projects simultaneously.Understanding of business impact on TrendMiner and our customers.Prioritize projects based on the current and future business impact.Strong interpersonal skills that establish trusted advisor relationships with clients.Proficient in English, both speaking and writing. Other languages are a strong plus.Adaptable to changing customer challenges and goals.Comfortable with ambiguity and ability to stay curious to push forward with incomplete information.Strong organizational and time management skills.Willingness to travel to collaborate with customers.Motivational and inspirational personality.Pro-active and hands-on attitude.
What’s in it for you?
Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.Enjoy time and location flexibility with our Hybrid Working Model, which allows a remote workshare of up to 60%. Work anywhere in your country or abroad for up to 10 days per year.Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.
#J-18808-Ljbffr
Our story goes beyond technology. We put
people first
– employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation. Our size means everyone has an impact and every voice is valued. We are big enough to compete and small enough to care.
Be you, join us .
Overview:
As a Customer Success Manager (CSM), you will be responsible for customer adoption and retention for a broad portfolio of accounts in different verticals. You will interact and build relationships with customers to ensure they are plugged into all resources TrendMiner has to offer, such as customer training, on-site support services, sharing new release information, user support, all to ensure the customer is successful using the TrendMiner software and generating business value. The CSM will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation and adoption risks, drive usage, ensure user satisfaction, and identify opportunities in the accounts to grow the Annual Recurring Revenue (ARR).
About the Role:
The CSM will enable our customers to realize business value from their investment in TrendMiner and empower our customers to become passionate advocates of our platform.
Key responsibilities include:
Ensure a professional and smooth integration of the added value of analytics into successful operations at our customers using our own TrendMiner platform
Comprehend customer’s business needs and tailor the Customer Journey to deliver business value.Manage and track the success criteria to ensure projects remain on schedule and risks are mitigated.Develop operational plans based on customer goals, company and departmental KPIs like retention, customer value, etc., and achieve these KPIs.Identify and flag risks of adoption and churn of any kind.Share insights with project managers to avoid and mitigate risks in the project.
Collaborate with internal and external stakeholders
Team up with sponsors and project managers on the customer side to
Manage progress of the contract.Drive use, value, and satisfaction.Ensure smooth contract renewals and upsell.
Support TrendMiner customers in the use of TrendMiner as their prime analytics toolbox, together with the Data Analytics Engineers in our Customer Success team.Support the sales process by presenting a finely curated customer journey to prospects.Collaborate with the Product team in defining requirements for future features in TrendMiner, capturing key requirements and their business need from customers.Collaborate with the Support and R&D teams for product issues and requests.Drive internal improvement projects to continuously optimize our Customer Success approach.
Required Qualities (Required Qualifications Or Minimum Qualifications):
Minimal level of education - BSc in a commercial or technical study.Understanding of the use of analytics in general.Understanding of the process industry (Chemical, Oil & Gas, Food & Bev, etc.).Ability to manage multiple large and complex projects simultaneously.Understanding of business impact on TrendMiner and our customers.Prioritize projects based on the current and future business impact.Strong interpersonal skills that establish trusted advisor relationships with clients.Proficient in English, both speaking and writing. Other languages are a strong plus.Adaptable to changing customer challenges and goals.Comfortable with ambiguity and ability to stay curious to push forward with incomplete information.Strong organizational and time management skills.Willingness to travel to collaborate with customers.Motivational and inspirational personality.Pro-active and hands-on attitude.
What’s in it for you?
Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.Enjoy time and location flexibility with our Hybrid Working Model, which allows a remote workshare of up to 60%. Work anywhere in your country or abroad for up to 10 days per year.Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.
#J-18808-Ljbffr