Customer Success Manager

Professional Services Remote - Illinois, United States Remote - Georgia, United States Remote - Indiana, United States Remote - Maryland, United States Remote - Massachusetts, United States Remote - Minnesota, United States Remote - Michigan, United States


Description

Customer Success Management

Do you like working with customers?  Do you enjoy seeing them win?  Do you want to be part of an exciting and growing business?  If so, we are looking for a Customer Success Manager to develop and maintain strong customer relationships with a focus on customer outcomes.  In this role, you’ll have an assigned client base in order to facilitate their success with our products.  As a result, you’ll create a positive and productive long-term relationship resulting in customer loyalty.  The position is a remote role and can be located anywhere in the US.  Additional responsibilities include the following:

 Responsibilities:

  • Guide the customer through the journey by overseeing and owning the following customer lifecycle steps: onboarding, implementation, adoption and renewal
  • Work closely with Plex services and Plex services partners leading customer implementations
  • Strive to continually drive faster customer “time to value” and improve overall experience for our customers
  • Develop a clear and concise understanding of customer needs, strategies, business goals and operational maturity
  • Build and maintain a high quality “success plan” that includes customer objectives, stakeholders, milestones, risks and metrics needed to deliver customer business outcomes
  • Assess Customer Health against these goals and work to recommend concrete actions to increase Customer Health.
  • Own and actively manage an account governance model for each customer by providing regular account reviews to highlight realized value, re-confirm business priorities and update the ongoing customer deployment roadmap
  • Identify expansion opportunities of the Plex solution beyond the initial implementation by improving usage of deployed capabilities, deploying new capabilities, and expanding into additional plants
  • Influence customer lifetime value (LTV) through higher adoption, customer engagement and overall health scores
  • Build, maintain and leverage strong relationships with both business decision makers and technical decision makers within each customer
  • Serve as a customer advocate within Plex, championing changes to the product and internal processes that will increase usage, success, and satisfaction
  • Ultimately, help the customer win while delivering best-in-class renewal rates 
  • Ability to travel


    Qualifications:

    • 5+ years of customer success management, consultative sales, business consulting and/or account management experience
    • Ability to manage multiple, concurrent client relationships
    • Ability to anticipate change and adjust priorities accordingly
    • Ability and desire to independently interact with multi-functional Plex teams on a global basis
    • Proven success in rallying the various company functions to deliver customer value
    • Proven success meeting and exceeding individual targets
    • Experience working with enterprise solutions (particularly with manufacturers)
    • Experience working with Cloud/SaaS environment
    • Experience with large enterprise implementation best practices a strong plus
    • Previous contract negotiation/renewal experience a strong plus
    • Familiarity with Salesforce.com a plus
    • Bachelor’s Degree, or equivalent desired

     

    We are proud to be recognized as one of the top workplaces in the tech industry.  In fact, it’s Plex employees themselves who say our company is a great place to work. We’ve created an inviting work-space that fosters a culture of collaboration, innovation, and excitement.  Some of the things our employees enjoy include:

    • Competitive wages
    • Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) matching program
    • Very generous PTO/paid holidays
    • Tuition reimbursement
    • Health club dues reimbursement
    • Sustainable work-life balance and flexibility
    • Our multiple locations offer a casual-dress workplace, complimentary food and drink, and “de-stress areas” complete with video games, ping pong tables, and more

    Plex Systems® delivers industry-leading ERP, MES, and Industrial IoT solutions to manufacturers across process and discrete industries. Plex pioneered cloud solutions for the production line, connecting suppliers, machines, people, systems, data, and customers with capabilities that are easy to configure, deliver continuous innovation, and reduce IT costs. With insight from the shop floor to the top floor, the Plex Manufacturing Cloud® helps companies see and understand every aspect of their business ecosystems, enabling them to transform their businesses and lead with precision, efficiency, and agility in an ever-changing market. Learn more at www.plex.com.