Technical Customer Success Manager

Customer Success - Customer Support Organization (CSO) Ismaning, Germany


Description

Position at Wind River

Member of Technical Staff – Customer Success Manager

Wind River Germany, Munich (Ismaning)

In a world increasingly driven by software innovation, Wind River is pioneering the technologies to accelerate the digital transformations of our customers with a new generation of Mission Critical AI Systems, in a world with the most exacting standards for safety, security, performance, and reliability. Success will be determined by our ability to innovate with velocity and deliver at the solutions level.

Wind River’s impact spans critical infrastructure domains such as telecommunications, including 5G; industrial (automation, sustainable energy, robotics, mining), connected healthcare and medical devices, automotive (connected and self-driving vehicles), and aerospace & defense. We were recognized by VDC Research in July 2020 as #1 in Edge Compute OS Platforms, overtaking Microsoft as the overall commercial leader. Wind River regularly wins industry recognitions for excellence in IoT security, cloud and edge computing, as well as 8 consecutive years as a “Top Work Place”. If you’re passionate about amplifying your impact on the world, in a caring, respectful culture with a growth mindset, come join us and help lead the way into the future of the intelligent edge!

ABOUT THE OPPORTUNITY

You will work with strategic customers to ensure that they successfully reach their business outcomes by implementing Wind River’s products and services. It is your responsibility to effectively onboard these accounts onto our products, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts proactively to drive adoption, as well as act as the voice of your customers internally at Wind River.

The ideal candidate is strategically minded and collaborates with all internal stakeholders to exceed customers’ expectations and is a driver of exceptional customer experience across the full customer lifecycle with the goal of driving value and creating successful onboarding, adoption, enablement, expansion, and renewal experiences while mitigating churn risk.


Responsibilities

-Assist and support customers with their issues by leveraging your technical expertise

· Drive retention and growth by understanding customers’ business objectives and helping them be successful

· Monitor customer KPIs, including: adoption, engagement, and other key metrics to assure customers are maximizing value.

· Function as the voice of the customer and provide internal feedback on how Wind River can better serve our business and commercial customers.

· Maintain a deep understanding of Wind River’s products and advise the customer of the most relevant features/functionality for their specific business needs.

· Develop a fool-proof success plan to ensure organizational adoptions and expansion of our product.

· Increase customer retention by conducting regular check-in calls for tactical items and perform quarterly health checks for strategic reviews.

· Collaborate effectively with Sales, Education Services, Professional Services and Support organization to close incremental revenue and secure long-term renewals.

· Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs.

· Occasionally travel to meet customers in-person.

ABOUT YOU!

Core Competencies & Demonstrated Success

· Outstanding communication and presentation skills including the ability to present both business-oriented solutions and advanced technical concepts. 

· Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation. 

· Enjoys working closely with customers to ensure complete satisfaction.

· A real go-getter who takes the initiative to get things done

· Self-motivated, independent, and comfortable working directly with technical customers.

· Ability to build and maintain relationships with customers and other departments within Wind River.

Qualifications

· 3+ years of experience in customer support, technical account management or field application engineering.

· At least 2 years of management experience within a customer success role and a proven track record supporting large fortune 500 companies.

· At least 2 years of project management experience and high attention to Detail.

· Experience with embedded operating systems like VxWorks and Linux.

· Understanding and experience in high level languages and application of C/C++, RUST, Python etc.

· Experience with DevOps methodologies and such cloud and opensource technologies as AWS, Azure, Docker, Kubernetes, Istio, Harbor, and Minio

· Familiarity of major processor families: PowerPC, Intel and ARM and RISC-V, including multi-core.

· Excellent language skills in English and either German or French highly desired

· BS in Computer Science, Electrical Engineering or related major.

Wind River is an Equal Opportunity Employer with a commitment to diversity. We prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legall

Wind River is an Equal Opportunity Employer with a commitment to diversity. We prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.