Customer Value Manager

• As a Manager of the Customer Value Management team, you will ensure our product offerings deliver tangible value to customers throughout their lifecycle. Your role will involve collaborating closely with Customer Success Managers, Product Management, and Implementation teams to articulate and quantify the value proposition of our product from the pre-onboarding stage to a sustainable value outcome for the customer. This position requires a deep understanding of our products, customer needs, and value realization methodologies.

Responsibilities:

•  Value Proposition Development: Collaborate with cross-functional teams to define and articulate the unique value proposition of our Products and Services. Develop messaging and materials that effectively communicate the benefits and ROI of our products to prospective and existing customers.
• Drive Value Discovery Workshops: During the UAT and Go-Live stages, lead the change management to drive their business objectives, solve challenges, and ensure desired outcomes. Identify opportunities where our solution can bring efficiency, improve processes, and give regular feedback to product and implementation teams to drive value.
• Value Analysis: Utilize quantitative and qualitative methods to assess the potential value that our SaaS solutions can deliver to AppZen customers. Conduct ROI analyses, cost-benefit assessments, and value case development to quantify our products' financial and strategic benefits.
• Value Realization Planning: Work with customers to develop customized value realization plans that outline the steps needed to achieve their desired outcomes using our solutions. Collaborate with Customer Success teams to ensure successful implementation and adoption of our products.
• Customer Success Alignment: Partner closely with the Customer Success teams to ensure that customers achieve their desired outcomes and realize the anticipated value from our SaaS solutions. Provide ongoing support and guidance to customers as they navigate their journey with our products.
• Customer Relationship Management: Work with Customers and teams in cases where the Customer Success Manager needs more insights and acts as a local point of contact. Work collaboratively to identify opportunities, resolve issues, and mitigate challenges.
• Feedback Loop: Capture feedback from customers and other stakeholders to refine and enhance our value management processes and methodologies continuously. Identify trends and insights to help with product roadmap decisions and go-to-market strategies.

Requirements:

• Bachelor's degree in Computer Science or related field
• Have 8-12 years of experience in SaaS organizations
• Proven experience in a customer-facing role within the SaaS industry, such as Customer Success, Solutions Consulting, Value Management, and Product Change Management.
• Deep understanding of SaaS products, cloud technologies, and subscription-based business models.
• Strong analytical skills with the ability to assess and quantify the value delivered by SaaS solutions to customers.
• Excellent communication and presentation skills, with the ability to articulate complex concepts clearly and compellingly.
• Experience leading value discovery workshops and conducting ROI analyses for SaaS solutions.
• Collaborative mindset with the ability to work effectively across cross-functional/geographically diverse teams and influence stakeholders at all levels.
• Familiarity with value management frameworks and methodologies, such as Value Selling or Customer Success Planning.
• Ability to lead a team to drive Customer Value Management team KPIs