Customer Success Manager, Aurea Software (Remote) - $100,000/year USD

Job ID: 4456

Description

Do you excel at deeply engaging with customers around their business objectives and use cases in order to understand and maximize the business value that customers derive from your products and services, leading to world class levels of retention, customer satisfaction and top-line growth?  

Do you have the clear and direct communications capabilities to truly lead VP- and C-level customer discussions, cutting through noise and keeping things centered on the true success priorities?

If this is you come join us build THE world class customer success organization that not only embraces the future of work but helps clients adopt technology to empower that future.  We are a team of Success leaders who advise our customers on how to achieve their strategic goals by leveraging our solutions.  Become part of a winning and growing team where opportunity to grow your Customer Success career awaits.

You get to focus on leading your customers to success through directive action, rather than spending your time running around responding to tactical customer requests.

At Aurea, you will assume the role of thought leader on behalf of your customer.  You will identify specific and custom opportunities to further utilize all aspects of the Aurea Unlimited portfolio and work across product, solutions and professional services to effectively deliver increasing value further entrenching Aurea's software products into the daily lives of our customers.

What you will be doing

  • Continuously learn and build domain expertise across multiple products and customers.
  • Analyze current product usage and other success indicators and identify specific improvement opportunities for each customer based on a prescribed success plan.
  • Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice. 

What you will NOT be doing

We do not manage renewals nor sell additional licenses or subscriptions.  We are not issue managers nor fire fighters.  You will not do customer "babysitting" - giving them tactical updates, participating in feel-good but ultimately insubstantial meetings, running around satisfying a bunch of near-term customer requests that do not move customers closer to success, and often may move them farther away.

Key Responsibilities

Build relationships up to senior levels and conduct frequent discussions around business objectives, use cases, user adoption, analytics and business case metrics to understand customer objectives vs. current state performance. Use strong analytical modeling capabilities and advanced pattern recognition skills to provide logic for prioritized recommendations and to quantify success proof.

Leveraging these strategic, organizational and analytical insights, create and execute Customer Success Plans for your customers that unambiguously define the success goals and the actions required to achieve those goals. Drive against those plans to deliver to those objectives

Navigate and lead the customer along the success journey, keeping them centered on the “north star” and proactively managing divergence/distraction . While our emphasis on being able to lead conversations is clear, we are seeking an empathetic active listener, not a tone-deaf bulldozer, with a superior ability to rapidly process information and (re)center conversations and actions to their essential core. You are a catalyst for focus.

Conduct routine check-ins with customer contacts at a variety of levels to generate insight, guide actions and solicit feedback.

Leveraging your customer insights and Aurea’s best practice playbooks, create success plans for each of your accounts. For each success plan, our objective is to ensure that customers understand the plan, are aligned to the recommended actions and commit to that path.

Provide consistency as a valued partner in driving focused discussions, compelling decisions and explicit choices, challenging to yield prioritization, and (re)centering ongoing discussions & actions on those choices and resulting plan.

Work with Engineering, Technical Support, Professional Services and other internal organizations to deliver to success plan action items on behalf of the customer.

Candidate Requirements

  • Bachelor's degree or equivalent
  • Excellent spoken and written English
  • 3+ years in enterprise software roles, across several industries and/or solutions

Nice to have

  • MBA or Advanced degree
  • Post-merger integration experience is highly-desirable, as is experience working in PE-backed situations
  • 2+ years in the delivery of high-value services to senior-level customers/clients 
  • 4 years of experience working within a leading management consulting or systems consulting firm. 
  • Increasing responsibility managing and leading relationships with senior-level business buyers of software-enabled products, services and/or projects.
  • Experience in a technical capacity working directly with software (product management, engineering, technical support, product and/or solution marketing, pre-sales, solution delivery).

Meet the hiring manager

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Steve Obia
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Customer Success Director
Steve Obia

Steve cut his teeth in Silicon Valley in the early 90s, before leaving for a life abroad. Now he's settled in Valencia, Spain where he...

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