Customer Success Manager

Company: Hexagon PPM
Location: Madison
Posted on: May 16, 2022

Job Description:

Responsibilities
The Customer Success Manager (CSM) position is a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Hexagon PPM solutions. - -Leveraging your practical industry knowledge, business acumen, relationship management and broad understanding of Hexagon PPM solutions, you will position yourself as a trusted advisor to our customers to help them win in their business while maximizing their return on investment in Hexagon PPM solutions. - The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing solutions, identify opportunities for upsell/cross-sell, and maintain established retention rates for both maintenance and SaaS renewal.
The CSM role is focused primarily in the post-sales phase and works in a complementary fashion with the Sales Account team, the Services Implementation team, and the Technical Support team and in alignment with the Customer Engagement program.
Main Activities

• 
  
• Work with the assigned customers through the life cycle of customer relationship to provide smooth transition through different phases (Sales to Service to Support).
  
• Lead adoption activities including educating customer locations on support processes and training requirements to help them meet their expected outcomes.
  
• Lead and own all aspects of post-sales engagement with the account that includes coordination with Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
  
• Continuously measure results, advise the account towards improving adoption, and improve user's awareness of what is possible with Hexagon PPM Solutions.
  
• Improve the account's health and user satisfaction scores.
  
• Develop and maintain relationships with all key customer contacts.
  
• Be a single point of contact for "post-sales" escalations and be the customer champion within Hexagon PPM.
  
• Work with cross functional teams (internal and external) to ensure timely resolution of the customer's escalations and complex technical issues involving many different internal teams.
  
• Conduct periodic review of use of Hexagon PPM solution, support services and status of issues and escalations.
  
• Help conduct root cause analysis and drive continuous improvement using project management skills for managing related action items.
  
• Assist customer in understanding future roadmaps and in upgrade planning.
  
  Qualifications
  QUALIFICATIONS and Experience Required
  
  • 
    
  • Bachelor's degree or relevant industry experience.
    
  • Experience and/or certification in engineering, construction, or project delivery.
    
  • Experience and/or certification in business analysis desired.
    
  • Minimum of 5 years work experience in an advisory capacity, especially on projects involving software configuration, training, development, testing, and deployment.
    
  • Knowledge and experience in the industry specific to the accounts.
    
  • Familiar with organization change management aspects of delivering change programs.
    
  • Successful track record in managing and delivering projects.
    
  • Demonstrable experience in problem solving.
    
  • Occasional domestic and international travel is associated with this position - estimated at 30%. A valid passport required.SKILLS AND ABILITIES
    
    • 
      
    • Skilled at situation assessment to determine next steps in complex environments
      
    • Strong interpersonal and team building skills, possessing diplomacy and business judgment
      
    • Ability to understand customer's implementation and how they interact with each other
      
    • Understanding of Customer business structure, projects, and contracts
      
    • Understanding of PPM Support processes and tools (Case Management, Hot Fix, Knowledge Management, etc.)
      
    • Strong written, listening, questioning and communication skills, including presentation skills
      
    • Strong analytical, problem solving and technical skills
      
    • Effective time management and conflict resolution skills
      
    • Excellent expectation setting acumen
      
    • Strong project management and implementation delivery skills
      
    • Expert listening skills and be able to probe with leading questions to gather relevant information
      
    • Strong social and organizational skills, and ability to develop network for cross-functional working
      Behavioural Competencies Required
      
      • 
        
      • Self-motivated and enjoys autonomy
        
      • People orientated with positive interpersonal skills
        
      • Courageous and confident enough to deal with tense and unpleasant situations
        
      • Calm and controlled in times of unanticipated and unpleasant work-related issues
        
      • Performance driven team player
        
      • Flexible during times of change
        
      • Actively addresses problems
        
      • Strong work ethic
        POSITION SPECIFIC SKILLS / COMPETENCIES
        
        • 
          
        • Leadership
          
        • Teamwork
          
        • Communication
          
        • Technical Knowledge
          
        • Industry Knowledge
          
        • Results and Goal Oriented
          
        • Patience
          
        • A calming presence
          
        • Ability to 'read' customers -
          
          

Keywords: Hexagon PPM, Madison , Customer Success Manager, Executive , Madison, Wisconsin