Customer Success Manager

Job Title: Customer Success Manager

Location: Bracknell, England (Hybrid)

About Us:

Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global’s Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions. Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.

Position Summary:

Accuris is currently seeking a strategic and collaborative colleague to add to its Customer Success organization. In this role, you will be responsible for building long-term relationships with our customers in the EMEA region, ultimately ensuring the success of our solutions. This role requires a combination of exceptional people skills, operational excellence, a passion for results, and a mentality that anything is possible. As a Customer Success Manager, you are a primary customer-facing role, responsible for solution adoption success through the management of joint success plans and strong customer relationships.

Responsibilities:

1. Supporting customers within the Accuris new customer onboarding and success management programs.
2. Orchestrate overall relationship with assigned customers, which will include growing adoption, ensuring retention, and happiness.
3. Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
4. Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in realizing value with our solutions.
5. Act as a trusted advisor to customers and become an extension of their team. Successfully establish relationships wide and high throughout the organization and drive continued value of our solutions.
6. Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews.
7. Measure and monitor customer’s health, product usage, support issues and user feedback. Share health updates regularly to internal and external stakeholders.
8. Work closely with the Accuris Account Team (Account Manager, Sales Engineer, Professional Services and Training & Education) to find opportunities for new usage of our solutions across organizational functions. Conduct strategic account planning to prioritize opportunities and customer goals.
9. Coordinate and/or deliver customer training to educate and impact user workflows.
10. Act as a primary point of contact to our customers, capable of triaging customer inquiries directly.
11. Work with the Marketing team to identify & develop Case Study opportunities.
12. Act as the liaison for technical inquiries, issues, or escalations. This will include working with Technical Support, Product Management (i.e. roadmaps), or others as needed.
13. Maintain an expert level of understanding of Accuris products and solutions to understand common best practices and consulting solutions for your assigned customers. Provide insight with respect to the availability and applicability of new products and features.

Requirements:

1. Must have 5+ years of experience within customer success or customer care at a B2B environment working with a global customer base; engineering / technical persona expertise considered a plus.
2. Proficient written and verbal skills in other languages is a plus (Spanish, German, French etc.).
3. Possess a high level of empathy and patience, able to work with a range of people worldwide.
4. Have experience in building long-term strategic relationships.
5. Be a strong teammate, but still a self-starter.
6. Possess strong presentation skills to be used both internally amongst colleagues and externally amongst customers; must have excellent oral and written communication skills.
7. Demonstrate proven skills to quickly evaluate complex issues and identify multiple options for resolution.
8. Willingness to travel up to 20%. Since travel is based on customer and business need, there may be more or less travel depending on the location of customers.

What We Offer:

Competitive base salary, bonus and equity as part of our employee ownership plan. A comprehensive benefits package that includes medical, dental, vision and life insurance plans, paid time off, a generous 401k match with no vesting period, parental leave and 3 volunteering days each year. Compensation will be determined by the education, experience, knowledge, and abilities of the applicant. In addition to base compensation, this role is eligible for an annual incentive plan as well as comprehensive benefits. For more information on benefits, please reach out to the recruiter assigned to the role.

Company Statement:

Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup.

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.