Customer Success Manager

Summary

Join Hitachi Solutions as a Customer Success Manager and create value for customers by defining business outcomes and building success plans. Drive high usage of Hitachi services by developing and executing adoption plans. Demonstrate advanced understanding of customer businesses and challenge their perspectives. Maintain rapid communication channels for service issues. Represent the customer's voice within Hitachi. This role requires a strong background in project management or customer management, experience in mapping business processes to product capabilities, and excellent executive engagement skills. The ideal candidate will possess strong interpersonal skills, organizational abilities, and experience managing complex projects. Cultural awareness and prior experience with ERP, CRM, and analytics software are also essential.

Requirements

• Previous experience as a Project Manager or lead Customer Management role
• Proven ability to map the customer’s business process to product capability
• Demonstrated ability to use storytelling and customer evidence to connect technology to customer’s business processes and desired business outcomes
• Experience in Manufacturing or Retail industry
• Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers
• Strong interpersonal skills that establish Trusted Advisor relationships with clients
• Strong organizational/time management skills and the ability to manage multiple projects simultaneously
• Demonstrated ability to manage complex projects, align resources and manage to measurable business and technology outcomes
• Cultural awareness and appreciation for diversity
• Prior experience with ERP, CRM and Analytics SW support or implementation

Responsibilities

• Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
• Be accountable to drive high usage of Hitachi services within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan
• Demonstrate advanced insights and understanding of customer’s business/industry and challenge the way a customer views both their business and processes
• Build/maintain rapid channel of communication to customer in case of online service-related issues and events
• Represent the “Voice of the Customer”, specifically key business decision makers, within Hitachi

Benefits

• Bonus Plan
• Medical, Dental and Vision Coverage
• Life Insurance and Disability Programs
• Retirement Savings with Company Match
• Paid Time Off
• Flexible Work Arrangements including Remote Work