Customer Success Manager

Job Summary:

AssetWorks is an industry-leading provider of technology and consulting solutions for asset and infrastructure-intensive organizations in government, education, utilities, telecommunications, public transportation and the commercial sector. Our market leading suite of Enterprise Asset Management (EAM) software solutions and professional consulting services enable organizations to improve asset management and maintenance practices, streamline operations, and improve accountability for mission-critical assets.

Job Description:

• Own and advocate for the overall success of assigned AssetWorks customers and will assist in advising customers of the best methods to take full advantage of AssetWorks services.
• Understand the customer’s individual business processes, workflows, and forecasted needs.
• Become knowledgeable of AssetWorks products to best articulate the value and capabilities of potential solutions to customers.
• Support sales organizational performance targets by referring back-to-base growth opportunities and proactively identifying upselling opportunities within customer renewal cycles.
• Maintain satisfactory client health scores for managed accounts via ClientSuccess tool.
• Ensure and consistently work towards customer satisfaction so customers continue to see AssetWorks as a long-term partner.
• Demonstrate the value of adopting new releases to guarantee that customers take advantage of the latest features; providing guidance on product upgrade processes to guarantee successful implementation.  
• Lead the management and remediation of complex critical situations.
• Conduct regular customer success action plan meetings to provide updates and address challenges impeding customers’ success. 
• Lead account management meetings with sales and other internal stakeholders to develop success strategies to create long lasting business relationships.
• Partner with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Develop in-depth customer portfolio to communicate customer activities to other AssetWorks departments and customers.
• Deploy bi-annual Net Promoter Score (NPS) surveys gauging clients’ likelihood of endorsing AssetWorks to industry peers.
• Work closely with AssetWorks Customer Care, Professional Services, Product Management and Development, and Account Management to ensure customer activities are well communicated internally.
• Manage issues log of important customer issues. Communicate customer priorities to internal AssetWorks departments.
• Manage critical customer escalations to ensure issues are handled quickly and effectively.
• Organize and lead regular status meetings with the customer and AssetWorks departments.
• Arrange and attend on-site customer meetings as needed.

Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, or related field preferred
• 4-5 years in customer-facing roles, such as customer success management, customer service, project management, technical pre-sales or other technical consulting roles
• Excellent verbal and written communication skills are essential for interacting with customers, internal teams, and stakeholders.
• The ability to analyze customer data to identify trends, track performance, and make data-driven decisions is increasingly important.
• Enterprise-level business acumen and understanding of the company's products and services is essential for providing effective support and guidance.
• Problem-solving and coordination skills needed to identify and resolve customer issues effectively is crucial. 
• Experience in vertical market software, technology, or SaaS organizations preferred
• Ability to travel at least 25%, including on-site customer visits, quarterly or bi-annual business reviews, annual AssetWorks Academy customer training event, and more.

Benefits:

• Generous Paid Time Off
• 11 Paid Holidays
• Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
• 401k with employer match which immediately vests
• Annual Company Bonus
• Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
• Tuition Reimbursement Program
• Employee rewards and recognition programs
• Optional Employee Stock Purchase Program with company match
• Pet insurance
• TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
• Referral bonuses
• Employee engagement events
• Flexible remote work arrangements

Worker Type:

Regular

Number of Openings Available:

0