Customer Success Manager at Black Duck Software, Inc. supporting enterprise software adoption and renewal targets using a digital - first engagement strategy.
Responsibilities
- Leading the overall Customer Success strategy for assigned global Life Sciences accounts, ensuring the successful adoption and use of Emerson products, by co-developing Success Plans with customers and marshalling Emerson resources in support.
- Engaging in proactive communication tailored to customer needs and facilitating meetings with senior team members to review progress, share key insights and align on next steps.
- Establishing yourself as a trusted advisor, using empathy, critical thinking, and active listening to understand customer needs and provide tailored solutions.
- Partnering with Emerson account team members, including the Global Strategic Account Leader (GSAL), Site Account Managers (SAM), Site Success Managers (SSM), and Product Success Managers (PSM) to achieve overall account strategies.
- Orchestrating a worldwide network of Sales, Marketing, Professional Services, Product, Operations, and Support functions to resolve issues, manage escalations, and inform product development of potential improvements.
- Defining and reporting customer achievement of key performance indicators, providing insights both internally and to customers.
- Championing customer needs by listening, raising key insights, and sharing feedback throughout the global Emerson organization.
Requirements
- Bachelor’s Degree in Engineering or technical field and 10+ years of experience in the Life Sciences industry
- 8+ years of relevant experience in customer success, account management, business development, and/or a customer facing leadership role
- Ability to travel up to 25%, as required for global account engagements
- Excellent written and verbal communication skills
- Legal Authorization to work in the US without sponsorship now or in the future
Benefits
- We provide a variety of medical insurance plans, with dental and vision coverage
- Employee Assistance Program
- 401(k)
- Tuition reimbursement
- Employee resource groups
- Recognition programs
- Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave
Job title
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