Customer Success Manager

S&C Blue Prism is the global leader in intelligent automation for the enterprise, transforming the way work is done. At SS&C Blue Prism, we have users in over 150 countries in more than 1,800 businesses, including Fortune 500 and public sector organizations, that are creating value with new ways of working, unlocking efficiencies, and returning millions of hours of work back into their businesses. Our Digital Workforce is smart, secure, scalable and accessible to all; freeing up humans to re-imagine work.

To understand more about SS&C Blue Prism intelligent automation click here. You can also visit http://www.blueprism.com/ and follow us on Twitter @ SS&C blue_prism, LinkedIn and Instagram @blueprismofficial. Or have a look at our YouTube page for further insights about SS&C Blue Prism.

Are you excited about all thing's technology? Exhibit outside-the-box thinking with an approachable demeanor?

Blue Prism® is looking for passionate, hardworking, innovative and creative people to join our Cloud automation team. Working alongside Cloud solutions consultants, project managers and customer success managers to deliver customer projects across numerous industries which deliver immediate ROI and a strong development foundation for the client moving forward and helping them on their development journey.

Blue Prism is currently seeking an enthusiastic and motivated individual with a passion for customer success to join our team.

You will be responsible for elevating the customer experience within Blue Prism's strategic accounts. The primary goal is to ensure customers derive maximum business benefit from their Digital Workforce powered by Blue Prism's Robotic Operating Model (ROM) in as short a time frame as possible by mobilising the services and resources required to support the removal of all potential roadblocks along the customer journey.

You will work closely with other Blue Prism teams and our Partners to drive success and strive to make each customer you work with a reference.

You will serve as the advocate of the customer to represent their needs with both their Partners and the internal entities of Blue Prism including Partner Management, Customer Support, Professional Services, Product Development, and Sales.

This role will warrant frequent discussions with customers and partners, webinar presentations, customer site visits on a need basis and periodic status reporting on milestone achievements.

Requirements

• At least 5 years' experience in a customer facing role (Success, Services, System Engineering) in an Enterprise SaaS company with personal responsibility for success in multiple named accounts.
• Experience in a Customer Success organization that drives and measures account Adoption, Expansion, and Renewals
• Experience in both SaaS and on-premises deployments
• Background working in Robotic Process Automation and leveraging a Robotic Operating Model (ROM) to orchestrate initiatives to improve business benefit at scale.
• Alternatively, experience in program management or management consultancy with Fortune 500 clients for 5 years or more will be considered and full training on the ROM will be provided.
• Ability to strategically expand new opportunities within existing accounts,
• Superior customer facing skills and ability to establish executive level relationships
• Extremely well organized with the capacity to travel in addition to managing multiple customers remotely
• Flexibility to work in a rapidly changing, complex environment
• Proficiency in leading in person and remote meetings and delivering presentations with excellent written and verbal communication skills
• Great attitude with the ability to foster a fun, productive working environment
• Ability to be part of a team or equally driven to lead the building of the customer relationships
• Spanish language fluency a plus

Responsibilities:

You will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the Sales organization, Partners, Support team, Professional Services and Product Management to ensure that Blue Prism is delivering overall superior service and support to our customers.

Additional responsibilities include but are not limited to the following:

• Take personal responsibility for at least 15 accounts
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.
• Develop a trusted relationship with customer representatives at all levels such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Blue Prism Digital Workforce to be realized.
• Utilize your experience of deploying RPA at scale to identify where improvements can be made to the customer's capability and ROM.
• Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilize the optimal resource for each improvement activity.
• Be sufficiently knowledgeable of the product roadmap, forthcoming product enhancements, the Technical Alliance Partners and Delivery partners' usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them.
• Co-ordinate the introductions and, where appropriate, the mobilization of teams/resources required to support additional use of the lue Prism product and the complementary technologies.
• Track all milestones and metrics related to Customer Success activities such that the overall progress of each priority customer's RPA program can be closely monitored.
• Measure each customer's progress against industry standard benchmarks and report on progress to the Customer and the Blue Prism executive teams
• Share customer success reports and customer use cases with the Executive sponsors and Blue Prism's Customer Experience team
• Identify potential case study material from customer success stories and liaise with marketing to get the ball rolling
• Monitor the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.

Preferred:

• The ideal candidate will have experience of implementing large scale enterprise software systems at scale. Experience in Robotic Process Automation is preferred.
• Strong project/program management and demonstrable consultative skills.
• Commercially astute team player who possesses excellent communication and customer-relationship skills - responsiveness, sensitivity and diplomacy when managing stakeholder relationships across all levels in any organisation.
• Problem-solving skills and technical aptitudes should that you to adapt to new circumstances and learn quickly when facing new problems and challenges.
• Great multi-tasker, quantifier, goal achiever.
• Ability to integrate into an existing team as well as bring your own experience and influence to improve the way we do things

Benefits

• Life/AD&D insurance
• Medical, vision and dental plans
• Retirement 401K plan
• EAP 24/7 counselling
• Commuter benefits and flexible spending accounts
• Flexible Vacation: We're a team of innovators who work hard, and with hard work comes much-needed time off. We offer a flexible vacation plan for all our employees that offers a great work/life balance
• Parental Leave: We fully support all types of families as they welcome a new child into their home.

SS&C Blue Prism is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity or expression, genetics, arrest record or any other characteristic protected by applicable federal, state or local laws.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

SS&C Blue Prism is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at SS&C Blue Prism via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of SS&C Blue Prism. No fee will be paid in the event SS&C Blue Prism hires the candidate as a result of the referral or through other means.