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ETAP Software · 3 days ago

Customer Success Manager

Irvine, CA

Full-time

Onsite

Mid, Senior Level

$113K/yr - $189K/yr

5+ years exp

ETAP Software empowers customers with innovative software solutions for electrical systems, promoting a sustainable energy transition. The Customer Success Manager is responsible for establishing strong relationships with customers, ensuring high satisfaction, and driving renewals and growth opportunities through effective solution usage.

ManufacturingSoftware

Responsibilities

Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude

Engage with customers to understand how they work and ensure they are leveraging our solutions effectively

Understand the motivation, business drivers, strategic goals, and desired business outcomes for his portfolio of large customers

Craft joint customer success plans that include agreed-upon scope, shared metrics, user engagement, adoption plans, timelines, and communication

Work closely with Sales, Technical Support, Training, and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues

Be a customer advocate while capturing customer feedback and reporting requests to Product Management

Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth through increased product adoption and increased usage

Evaluate risk management for each customer and proactively evade dissatisfaction or lost business, and ultimately drive retention throughout the customer life cycle

Drive the Customer Success playbook for the High Touch Segment

Facilitate Executive Business Reviews with decision-makers and our executive sponsor, where we celebrate shared successes and make adjustments as necessary

Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Qualification

Electrical engineeringCustomer Success ManagementElectrical design softwareBusiness/marketing trainingCustomer satisfaction commitmentEmpathyOrganizational skillsPersuasion ability

Required

Bachelor / Master: initial training in electrical engineering & training in business/marketing

Minimum 5 years' experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support, or Sales Management

Knowledge of electrical design software is a plus

Preferred

Strong empathy and a capacity to build successful customer relationships

Great organizational skills

Strong commitment to customer satisfaction

Proven ability to persuade

Company

ETAP Software

ETAP is the global market and technology leader in modeling, design, analysis, optimization, monitoring, control, and automation software for electrical power systems.

Founded in 1986

Irvine, California, USA

1001-5000 employees