Customer Success Manager

Job Description

Job Description

About Stellix Global Services

We collaborate with our customers and technology and service partners with a relentless co-innovation mindset. We solve difficult challenges and deliver sustainable outcomes. If you are a problem solver with a passion for working across multiple technologies and business relationships, we invite you to explore opportunities at Stellix Global Services.

Job Overview:

We are seeking a passionate and customer-centric individual to join our team as a Customer Success Manager (CSM). The CSM is a crucial member of Stellix’ s strategic account team, dedicated to helping clients achieve their manufacturing objectives. This role focuses on ensuring Stellix is aligned to our customer’s initiatives, developing success plans to maximize value from our OT platforms, engagements, and service contracts. By investing back in our customers to drive a positive experience this role will directly lead to higher customer satisfaction, retention, and business growth.

Leveraging expertise in manufacturing operations and digital transformation, the CSM will partner with clients to record measurable outcomes, aligning platform utilization with their broader digital business objectives. The CSM will collaborate with customers, with a deep understanding of stakeholder roles, to understand their business requirements, and guide them through technology adoption, leveraging offer entitlements to achieve KPI’s. Acting as an internal advocate for clients and external representative of Stellix services & Stellix technology ecosystem partners, the CSM will work closely with sales, technical, and delivery leadership to execute success plans throughout the customer lifecycle.

Key Responsibilities:

• Customer Relationship Management: As the primary point of contact, CSM will build and maintain strong, long-lasting customer relationships. Proactively Manage stakeholder expectations efficiently with a focus on long-term success.

• Develop & Lead Customer Success Plans: Collaborate with sales to document client’s short and long-term vision and objectives. Working with technical leads to update success plans, strategically position solutions, document risks and reporting on client contract metrics to support contract growth. Implement strategic, proactive internal and external communication as part of a broader account communication strategy, including executive-level content
• Onboarding and Transformation Management: Lead onboarding, Develop and implement change management plans, including comprehensive training programs tailored for operators, executives, and cross-functional teams, pre- and post-Go-Live.
• Measure and Improve Partnership Experience: Utilize CSAT (Customer Satisfaction) and other key experience metrics to implement strategies geared towards maintaining and enhancing the experience. Foster net promoters who can provide referrals within our ecosystem.
• Value Capture & Continuous Improvement: Monitor and document business outcomes, ensure measurable results are achieved and communicated effectively; present findings to both clients and internal teams to document value.
• Collaboration with Ecosystem: Foster alignment with Stellix’s partner ecosystem to enhance end user adoption, solution delivery, and value realization.
• Strategic Thinking: Proven ability to think critically and strategically in partnership with a sales team to support growth of entire Stellix Portfolio

• Key Metrics for Success
  • Customer satisfaction and system adoption rates.
  • Measurable achievement of client business outcomes and value delivered.
  • Increased utilization of Stellixplatforms aligned with client KPIs.
  • Delivery of client contractual obligations on time and within scope.
  • Expansion of client relationships and contract retention/expansion leading to revenue growth.

How You’ll Be Successful

• Passion and commitment for customer success
• Lifelong learner, motivated to explore innovative solutions with customers within established accounts.
• Ability to maintain and expand to new opportunities within your assigned accounts.
• Identifying gaps in change management and building detailed change management plans leveraging our solutions.
• Strong written and verbal skills, executive level presentation and experience in facilitation
• Team player – can develop long term account strategies and assist in executing those strategies.
• Ability to identify success criteria and KPI's, and measure, report on progress against those.
• Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
• Strong Document and communication skills. Taking notes on customer meetings and getting them to relevant parties with actions
• Focused on efficiency and leveraging AI to analyze client data for insights

What You’ll Do

• Identify client business objectives, gather requirements and work with technical resources to propose, and deliver contracts and project scope. Measure, monitor and report on ability for delivered solutions meet those objectives.
• Develop system use cases, for lab/manufacturing operation management systems, and leverage use cases for contract expand and client advancement
• Set client and internal stakeholder expectations with a focus on long-term success.
• Align system and contract utilization and improvements with client business objectives.
• Develop HyperCare and training plans prior to go-live and future onboarded resources.
• Ensure high customer satisfaction and adoption of all services provided to the client
• Improve system adoption while understanding operator challenges
• Ensure that contractual obligations are met by reporting on entitlement utilization and tailoring entitlements for future contracts.
• Provide awareness and alignment with partner ecosystem
• Inspire client with (new) solutions to their issues

What You’ll Bring

• 2+ years of sales experience selling software, services, or solutions.
• A proven track record of driving and closing deals.
• Strong track record and history of carrying and exceeding a quota.
• Understanding of/accountability to sales behavior metrics including managing business opportunity in a CRM.
• Experience selling Software (Cloud/SaaS/Edge on premise) or Service Solutions
• Effective communication and documentation skills, with the ability to engage with diverse stakeholders including quality, process engineering, operations, and executives.
• Experience with assessing system interactions and driving adoption of solutions in areas such as Process Control, MES, OT Data, Real-Time Modeling, and Scheduling.
• Proven success in delivering Stellix services with a focus on client satisfaction, adoption, and measurable outcomes.
• Experience with cloud platforms, content, and data management.
• Expertise in developing proposals and driving revenue growth through solution-based selling.
• Success Planning and execution skills
• Strong technical and analytical aptitude
• Strong attention management skills
• Ability to set a strategy and lead engineering and program management team to accomplish this
• Experience with CSAT and other Customer Success metrics
• Life Sciences industry business knowledge
• Bachelor’s Degree in a related field

Here’s What You’ll Get

• Highly competitive Medical, Dental, and Vision Insurance
• Flexible Spending or Health Savings Accounts
• Unlimited Vacation Time
• 10 Paid Holidays
• 12 Paid Weeks Maternity Leave
• Pet Insurance
• Retirement Savings: 401(k) and Employee Stock Ownership Plan
• Employee Referral Bonus
• Professional Development Reimbursement
• Company Paid STD, LTD, and Life Insurance

Must be currently authorized to work in the United States.

Policy on Third-Party Unsolicited Resume Submissions:?Please note that any third-party unsolicited resume submissions will immediately become the property of Stellix Global Services. Stellix Global Services will not pay any fee to a submitting employment agency, person, or entity unless a signed agreement is established.

Please Note:?Stellix Global Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by law.