Customer Success Manager

Aras Customer Success Manager

As a Customer Success Manager, you will be working closely with Aras teams and customer sponsors within Aras accounts, driving post-sales adoption management, and technical best practices for Aras Innovator. You will be a technical resource to help maximize our customers' return on investment in their Aras solutions. You will utilize your combination of industry knowledge, enterprise solution technical advice, product knowledge, and adoption management experience to help customers reach their business outcomes.
If you are located within 45 miles of the Andover, MA office you must be able to work a hybrid schedule.

Responsibilities

• Ensure successful subscriber adoption
• Coach subscriber technical tips
• Escalation Management/Get Well Plans
• Support renewal and nurture expansion opportunities
• Develop tools and best practices

Ensure successful subscriber adoption – You will use your industry and enterprise application knowledge to help subscribers successfully adopt their Aras Innovator solution. You will coach on PLM best practices, you will periodically perform health checks, benchmarks and if needed, facilitate support escalations to help get subscribers get back on track.

Escalation management/Get Well Plans - facilitate the creation of get well plans and overseeing the resolution of complex problems by engaging appropriate Aras, partner resources and other stakeholders. Provide clear and concise updates to internal and external stakeholders as well as executive leadership to ensure all remain aligned throughout the process

Coach subscriber technical tips – you will use your technical enterprise experiences to work with subscribers & prospects to foster development of their PLM deployments.

Support renewal and nurture expansion opportunities –  You will use your business strategy expertise and product knowledge to help identify potential subscriber opportunities. For accounts of your region, you will coordinate the renewal and help grow expansion opportunities in coordination with other parts of the Aras team.

Develop tools and best practices for subscribers – You will leverage your domain expertise to build tools and best practices to help subscribers succeed with Aras Innovator.

Minimum Qualifications

• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology or comparable field
• You have 5+ years in sales, service delivery, or customer success management experience
• Sales experience
• You have a strong sense of ownership with a bias for action and willingness to roll-up your sleeves to address problems
• You are dedicated to connect customers with an understanding of their needs and ensuring they understand and realize the full value of Aras products and services
• You thrive in developing deep customer relationships and adoption coaching to result in continued revenue generation and high levels of customer satisfaction
• You have excellent communication and presentation skills
• Able to travel up to 25%

Preferred Qualifications

• Manufacturing industry experience and knowledge of product development best practices
• 5+ years of Product Lifecycle Management software experience
• Significant experience deploying technology or services with large enterprise or global customers
• Deep understanding of desired outcomes and business values for adopting PLM solutions
• Strong financial acumen including an analytical and process-focused mindset
• Understanding of Software-as-a-Service (SaaS) customer management and value drivers in recurring revenue business models

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