Customer Success Manager - Cloud - OSI - Sales
Australia Home, Australia
3d ago

CSMs engage post-sale and manage a set of accounts by creating success plans and executing against them. They regularly check-in with the customer, understand the customer's industry, business, and goals.

They build a strong relationship toward becoming a trusted advisor, and service their transactional needs in an efficient and frictionless manner.

They help the customer optimize the utilization of their existing and available products to ensure best practice adoption.

They work in tandem with the Account Manager and hand off qualified opportunities for expansion, as well as Service opportunities.

They act as the customer advocate internally to ensure timely and positive outcomes. They document those outcomes in the form of Success Stories to publicize customer wins.

They collect information and provide feedback to drive product improvements that lead to greater automation, self-service, usability and customer empowerment.


  • Bachelor’s degree or higher in engineering or another technical field
  • History of success as a consultant, customer success, pre-sales, technical account management, or equivalent
  • Industrial Automation experience
  • Experience driving digital transformation using cloud-based solutions and managing initiatives across R&D, pre-sales, sales, and services
  • Excellent communication, presentation, problem solving, conflict resolution and program management skills, with a focus on translating business requirements into technological solutions
  • Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks, and metrics needed to achieve their goals
  • Be the main point of contact between the company and named Global / Enterprise accounts
  • Track record of managing large, complex programs
  • Drive the successful adoption and onboarding
  • Must work within a team environment with sales, pre-sales and services peers
  • Form strategic relationships with key stakeholders to understand a customer’s business
  • Evangelize AVEVA customer success stories and processes
  • Drive improvements in AVEVA’s processes and policies, helping to move toward greater automation, self-service, and customer empowerment
  • Good time management and self-starter skills
  • Strong desire toward continuous learning and improvement to provide better experiences for customers and self
  • Domestic and global travel, up to 20%
  • Preferred qualifications :

  • Experience working with C-level executives
  • Experience with solution development processes and application support lifecycles
  • 5 + years’ experience with real-time data systems within an industrial manufacturing and / or operating industry
  • Hands on PI System experience and / or similar products, highly desired
  • 5+ years of experience with AVEVA Unified Engineering solutions
  • 5+ years of experience with AVEVA Software & Solution’s
  • Experience with SaaS / PaaS
  • Knowledgeable with Cloud providers Microsoft, AWS or Google
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