Large/Major Customer Success Manager

Job Overview

Large/Major Customer Success Manager

Eagle Point Software Corporation was founded in 1983 with its focus on helping AEC and manufacturing firms improve productivity. More than 40 years later, our passion remains the same. Eagle Point offers award-winning learning management software that drives productivity in technology users, helping organizations realize the full value of their Autodesk software and other business applications. With over 600,000 global registered users, our flagship solution, Pinnacle Series, has become the leader in Autodesk learning, knowledge capture and sharing, and productivity improvement.

Overview

The primary role of the Large/Major Customer Success Manager is to provide a proactive, real-time approach consisting of building relationships with existing large and major customers, having an in-depth understanding of their company and product goals, and helping the customer meet those goals through ongoing engagement. It is crucial for the Large/Major Customer Success Manager to thoroughly understand their customer and be their advocate throughout their entire customer journey.

Responsibilities

• Understand, define, and document the Large/Major customer organizational structure 
• Develop strategic relationships with key personas across the Large/Major customer organizational structure 
• Define and prioritize detailed value-driven goals and outcomes for multiple organizational units within a single customer 
• Serve as the lead advisor for customer interactions throughout the lifecycle of the subscription  
• Develop, track and report key client health score progress metrics, including leading business reviews
• Assist customers in the identification and mitigation of software adoption barriers including but not limited to technical issues, communication issues, and cultural differences
• Prioritize and escalate issues to mitigate risk, keeping key stakeholders informed of progress 
• Ensure ongoing success of customers by re-evaluating client needs and establishing success plans, ongoing goals and outcomes
• Maintain focus on providing value and customer ROI throughout the life of the subscription 
• Ensure customer satisfaction through responsive follow-up and thorough communication  
• Coordinate and align priorities with partners when working with a mutual customer  
• Determine and define project scope and objectives 
• Provide demonstrations of the software
• Develop and maintain Customer Success best practices, influencing changing practices based on experience and successes
• Learn and leverage new product functionality with customers to continue to grow engagement and value 

Requirements

• Relevant bachelor's degree; preference for Business, Organizational Development, or related degree
• 2-3 years of Customer Success Management or customer facing related experience
• Ability to manage multiple Large/Major customers simultaneously
• Proven ability to influence others and lead customer engagements
• Ability to develop relationships across a large/major organization
• Proven ability to assist in the development of value-driven goals
• Ability to perform ongoing analysis of customer engagement and take the necessary measures to increase product usage, adoption, and expansion
• Excellent communication, listening and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Strong communication skills including the ability to work with all levels of a large/major organization
• Flexible Hours –expect calls and remote meetings early mornings and/or late evenings
• Travel

Physical Requirements

• Remaining in a stationary position, often standing or sitting for prolonged periods
• Communicating with others to exchange information
• Repeating motions that may include the wrists, hands and/or fingers
• Average hearing and visual acuity
• Able to use a phone and computer
• Ability to travel