Customer Success Manager

Company Description:

Electrical Grid Monitoring provides advanced grid monitoring and analytics applications for electric utilities. The company offers innovative Transmission and Distribution grid management solutions, helping utilities enhance grid reliability and efficiency. Focused on cutting-edge technology in the energy sector, Electrical Grid Monitoring is at the forefront of transforming how electric utilities operate and deliver energy.

Role Description:

This is a full-time, remote role for a Customer Success Manager. The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining strong customer relationships, and managing customer retention initiatives. Daily tasks include addressing customer inquiries, analyzing customer data to identify improvement areas, and collaborating with other teams to enhance the customer experience.

- This role is to support growth and customer retention in the USA, and will be responsible for a portfolio of our strategic customers. The primary objective of the role is to help guide them along their maturity journey of people, process, and technology by driving the adoption throughout the entire customer lifecycle. Key pillars to the Customer Success Team are:

- (i) Customer Success Plan, (ii) Value Tracking and (ii) Executive Business Reviews.

- You will be expected to provide support and best practice on building a project deployment team, embedding processes and building new processes to ensure positive outcomes for your customers and a long-term partnership with EGM.

- This is a key position within the Technical Services team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, operational success and upsell opportunities. This would be a Texas based role.

Main functions:

- Aligned to approximately 12-15 EGM Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating EGM solutions and building long-term relationships with our customers.

- Engage and build relationships with key technical leadership contacts and other influential stakeholders as a trusted advisor and identify, define, track, and measure the overall impact and value of EGM.

- Identify new opportunities for EGM, either through Professional Services engagements, or upsell/cross-sell of additional EGM services and solutions.

- Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team including Account Managers, Solution Consultants, Professional Services and Support Teams.

- Work to ensure renewal through extensive use of Value Tracking activities.

- Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes.

- In partnership with the Account manager, participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer maturity journey focused on required outcomes.

- Act as the voice of the customer and provide feedback to EGM Product Management, R&D, Sales and Marketing teams.

- Foster collaboration within the EGM ecosystem (internal and external) and share best practices to enhance the customer experience and business outcomes.

- Update our CRM database and make sure that customer data is always accurate and reliable.

Qualifications:

- 5-10 years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS.

- Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realization.

- Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives.

- Entrepreneurial mindset that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed.

- Technical background or technological savvy to be able to learn EGM products and services, technologies and business.

- Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders.

- Organized and structured, with the ability to facilitate difficult/complex situations.

- Have a “can do” attitude to own and drive results.

- Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred.

- Strong customer-facing and presentation skills.

- Fluent in English (written as well as verbal).

This role will require 25-50% travel within the US, and sometimes internationally if required.