NI (National Instruments)
Customer Success Manager
NI (National Instruments), Austin, Texas, us, 78716
Job Description
The Customer Success Manager role at NI will serve as the trusted advisor for a portfolio of customers and is responsible for ensuring they receive the business outcomes expected from the NI solution. This position proactively works with a broad set of stakeholders to illustrate the value delivered through NI software & services to improve adoption, retention, and expansion within the customer base. The Customer Success Manager serves as the internal voice of the customer while working with other NI teams to exceed customer expectations. This role will work with some of NI's enterprise and mid-market customers across a broad set of industries (transportation, semiconductor, aerospace/defense, etc.).
Duties And Responsibilities
Serve as the main point of contact supporting a portfolio of accounts throughout all phases of the customer lifecycle post-deployment.Gain an understanding of client’s use cases and desired business outcomes and help them achieve these goals with NI product & services.Execute on customer engagement strategies including consistent QBR, success plans, and monthly reviews.Collaborate with NI Sales team to expand customer relationships & ensure renewals & expansions.Effectively prioritize and manage escalating customer issues as needed and identify solutions/resources required.Inform customers of NI product roadmap & provide continuous customer feedback to NI’s Product team on features that will help drive customer outcome realization.
Minimum Requirements
Experience managing a group of enterprise and mid-market customers, owning a total book of business of $10m in ARR.4+ years
of customer success experience in a B2B SaaS organization.General knowledge of cloud architecture as well as on-premises IT landscape.Broad knowledge and experience in the automated test industry is desired.Excellent communication skills and ability to adapt narrative to different stakeholders.Comfort establishing credibility with key customer decision makers, influencers, and end-users of varying levels of the organization.Experience in Salesforce, ServiceNow, and Gainsight preferred.Bachelor’s Degree or Equivalent Experience.Available to travel up to 35%.
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The Customer Success Manager role at NI will serve as the trusted advisor for a portfolio of customers and is responsible for ensuring they receive the business outcomes expected from the NI solution. This position proactively works with a broad set of stakeholders to illustrate the value delivered through NI software & services to improve adoption, retention, and expansion within the customer base. The Customer Success Manager serves as the internal voice of the customer while working with other NI teams to exceed customer expectations. This role will work with some of NI's enterprise and mid-market customers across a broad set of industries (transportation, semiconductor, aerospace/defense, etc.).
Duties And Responsibilities
Serve as the main point of contact supporting a portfolio of accounts throughout all phases of the customer lifecycle post-deployment.Gain an understanding of client’s use cases and desired business outcomes and help them achieve these goals with NI product & services.Execute on customer engagement strategies including consistent QBR, success plans, and monthly reviews.Collaborate with NI Sales team to expand customer relationships & ensure renewals & expansions.Effectively prioritize and manage escalating customer issues as needed and identify solutions/resources required.Inform customers of NI product roadmap & provide continuous customer feedback to NI’s Product team on features that will help drive customer outcome realization.
Minimum Requirements
Experience managing a group of enterprise and mid-market customers, owning a total book of business of $10m in ARR.4+ years
of customer success experience in a B2B SaaS organization.General knowledge of cloud architecture as well as on-premises IT landscape.Broad knowledge and experience in the automated test industry is desired.Excellent communication skills and ability to adapt narrative to different stakeholders.Comfort establishing credibility with key customer decision makers, influencers, and end-users of varying levels of the organization.Experience in Salesforce, ServiceNow, and Gainsight preferred.Bachelor’s Degree or Equivalent Experience.Available to travel up to 35%.
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