Customer Success Manager
3 weeks ago
Are you an emerging talent looking for an opportunity to learn new skills and grow? Join our dedicated team of motivated professionals who share a collective passion for progress and excellence
The Customer Success Manager is a strategy-focused customer focal point managing a portfolio of targeted customers driving customer recurrent value realization and supporting further customer long term value growth.
Customer Success is responsible for ensuring customer return on investment and satisfaction. Customer success managers (CSM) act as customer champions and understand a customer’s business drivers and how best to engage with Emerson to achieve business goals. They build strong relationships both internally and externally and proactively plan and implement internal and external initiatives to ensure customers achieve their goals.
In this role, Your Responsibilities Will Be:
Partner with key collaborators in assigned account(s) to develop a customer success plan focused on achieving their desired outcomes with our technology Be the customer’s internal advocate that marshals the power of the organization to deliver the mutual agreed success plan Create, maintain and demonstrate a trusted advisor relationship environment where the customer gets recurrent and long-term value from using our solutions Maintain customer retention at high level driven by Customer Success good practices (LAER framework) and supported by data insights Help customer harvesting accelerated value and closing consumption gaps with enhanced contextualized onboarding & adoption support Provide inputs to customer in order to report & demonstrate value realization to their executives Enhance customer value realization by exploring new ways of using our solutions features Support customer growth by identifying & positioning new opportunities and provide key customer feedback to internal collaboratorsWho You Are:
You are an expert customer success manager with a strong technical background in industrial automation, controls, digitalization, and/or industrial processes. You display a can-do attitude in good and bad times, adapt and thrive to change management. You build relationships and are naturally customer focused, relentless in delivering solutions that meet customer expectations and increase the value from Emerson. You scan the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.
For This Role, You Will Need:
Successful track record of managing wide range of external customer's portfolio with prior experience in marketing/business/product development and/or consultative selling and/or professional services and/or customer success preferred Good operational knowledge on contract management and change management methodologies with experience to conduct and share value analysis around Customer Return On Investment preferred Ability to learn fast new technologies and contextualize it to customer business challenges Understand diverse customers’ needs and translate them into mutual business opportunities Able to influence, present and interact comfortably with external customers at all levels Adapt to shifting priorities and to remain flexible with constantly evolving processes Demonstrate strong analytical skills to turn data into decisions English Proficiency Ability and desire to travelPreferred Qualifications that Set You Apart:
Proactive – identifies opportunities for process improvement and new customer strategies Resourceful – knows who and where to go for the required knowledge or support required Deeply understands the dynamics of Emerson and possesses a solid understanding of the industrial automation and software space. Demonstrates positive attitude and professionalism, an ambassador for the Emerson brand Is adaptable to change as it relates to sales plan, Emerson product strategy, internal/external relationships and organizational directionOur Offer to You
We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to create a workplace that is supportive and rewarding.
Depending on location, our flexible work-from-home policy allows you to make the best of your time, by combining quiet home office days with collaborative experiences in the office so that you can personalize your work-life mix.
Moreover, our global volunteer employee resource groups will empower you to connect with peers who share the same interests, promote diversity and inclusion, and positively contribute to communities around us.
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