Partner - Customer Success

Roles: Partner - Customer Success

Location: San Diego, Phoenix, Sacramento, Philadelphia, Dallas, New York, Chicago

www.sew.ai

Job Description

As a Partner - Customer Success, you will be responsible for overseeing SEW AI Platform portfolio of Regional Clients, essentially leading SEW Energy & Utilities Digital Transformation programs. To succeed in this role, you must have a passion for Customer / Client Success with deep industry and SEW platform knowledge and benefits, bolstered by the program management chops needed to confirm the successful customer platform delivery and values of multiple projects at once.

Core Ownership: Partner - Customer Success

Customers focus

We need “roll-up your sleeves” leaders and executives who engage on a few “anchor accounts” to help confirm their success. Our leaders listen and align with our clients and partner with them to jointly developing solutions with them, agreeing on a commercial and contractual constructs, and then drafting all-star consulting teams to deliver what they helped position and sell.

Our leaders get to know the details of their programs so that they can “dive in” when needed and can help effectively coach and guide the team to be a huge success.

Leadership

You will be a key member of the SEW Growth team, engaging with North America leadership regularly as you pursue expansion related to SEW Platform opportunities, help shape SEW business, and learn about what your colleagues are doing to elevate client success.

You will have the opportunity to shape SEW team, playing an active role in recruiting, people development, and programs we run to engage and develop our people.

You will be one of the faces of our business - you will provide thought leadership, engage in our client facing events (WE3 Summit and Industry leading conference).

You will help us imagine the art of the possible - help us dream up what we aren’t thinking about…and help our clients do the same!

How You Will Be Measured

• Bookings and Bookings Growth
• Revenue and Revenue Growth
• Deal Margin (Sold and Delivered)
• Client Satisfaction / Client Net Promoter Score (NPS)

Responsibilities

At SEW, primary duties of a Client Success Partner include but may not be limited to:

• Develops and manages a client growth strategy to drive expansion of SEW Platform, and achieve booking targets in an industry or set of accounts
• Manages growth pursuits from opportunity to closure by qualifying the lead, developing a deal strategy and directing the pursuit team to build a differentiated solution the solves the customers problems
• Builds and executes realistic close plans for every opportunity to ensure forecast accuracy
• Responsible for building positive relationships with SEW Platform sales executives (VPs and Regional Managers) to ensure alignment on overall account and territory strategy.
• Ensures a consistent cadence of touchpoints across aligned Energy & Utilities industry to build deep relationships and maintain a healthy pipeline with software sellers.
• Influences software sales deal outcomes by serving as the implementation expert on joint pursuits
• Helps customers define a strategic implementation roadmap that enables them to realize the value of their current and future roadmaps with SEW Platform.
• Helps eliminate risk for both SEW and the client by effectively negotiating and clearly documenting contract scope, assumptions, terms & conditions
• Ensures maintenance and accuracy of key financial metrics - pipeline, forecast, bookings, attach, etc.
• Advises/guides customers in project vision/charter creation, implementation strategy, controlling customizations, implementation best practices, change management
• Plays advisory role to the customer promoting ideas and insights that will improve our client’s organization or solve their business challenges
• Develops long-lasting client relationships with Line of Business and IT Vice Presidents on a given set of accounts, proving yourself as a trusted advisor who our clients can depend on
• Confirms the projects that are sold are implemented successfully and within the original deal construct (i.e., revenue and margin)
• Cultivates customers to become references as a measure of our success in helping them achieve their targeted business outcomes
• Collaborates with colleagues to build thought leadership and to improve the way we sell and deliver in the market
• Grows expertise and develops innovative insights into industry direction and trends internally and externally
• Develops and mentors the people around you to excel in their role, achieving great things for their career, our business, and our clients.

Minimum Qualifications

• At least 12 years of experience in a Client Partner role or similar System Integrator , Product or consulting services account , sales , program management experience.
• Enterprise software/services selling AND implementation/delivery skills, including Cloud or Mobile.
• Demonstrate credible industry expertise within your assigned industry segment.

Preferred Qualifications

• Undergraduate / master’s degree with 10-15+ years of experience in SI / Consulting / Product.
• Experience with Energy & Utilities / Telecom / Technology companies is big plus
• Direct line management experience including project, people, customers, financial management.
• Product, technology or industry expertise relevant to the practice focus.
• Ability to develop and maintain relationships at the executive level.
• Ability to travel as needed.
• Depending on the job, there may be additional minimum requirements and/or preferred qualifications.

*Smart Energy Water is proud to be an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.