Customer Success Manager

Summary

Join Verusen, a leading AI-powered technology company, as a Customer Success Manager. You will play a crucial role in ensuring customer success post-implementation, driving value, and fostering strong relationships. This involves understanding customer needs, developing initiatives to improve their experience, and coordinating with internal teams. You will also provide Level 1 support and act as a liaison between Verusen and its customers. The ideal candidate possesses extensive experience in MRO Supply Chain Management and SaaS customer success, along with strong communication and technical skills. Verusen offers a competitive salary, equity, commission, and excellent benefits.

Requirements

• 3+ years cross-functional operational or process improvement experience in MRO Supply Chain Management or Maintenance Planning role (Procurement, Inventory Control, Warehousing, Planning) for a Fortune 500 asset-intensive industrial organization (Energy, Oil & Gas, Mining, Natural Resource, Chemical, Aviation, etc.)
• 2+ years of experience as a Software-as-a-Service (SaaS) customer success or customer support professional supporting Enterprise customers in a high-touch capacity is a MUST
• Functional and Structural knowledge of major ERP/EAM systems such as SAP or Maximo
• Familiarity with tools to analyze customer engagement trends and experience developing action plans based on those trend analyses
• Excellent verbal and written communication skills. Must be able to clearly articulate and present product concepts, strategy, and vision to internal and external teams. Must be comfortable communicating with customers at all organizational levels, from individual contributors to executives
• Proficient in both English and French Languages
• Experience using tools to track customer requests and trouble tickets

Responsibilities

• Drive customer retention through renewals, and help execute upsell and cross-sell opportunities
• Gain a deep understanding of customer needs and help customers achieve success with the Verusen platform and knowledge base
• Develop strong relationships with our customers to become a trusted partner and work towards mutual success while engaging with the many levels of stakeholders of our customers from central executive leadership to managers working in production facilities
• Craft and prioritize initiatives for the customer journey that facilitates long-term value for each customer and improves their experience
• Help drive new product capability rollouts including documentation and training
• Coordinate and deliver quarterly business and partnership reviews to ensure alignment of customer and Verusen company goals
• Work closely with the account team for seamless transitions from onboarding to adoption and ultimately value creation
• Provide Level 1 support, and triage for Level 2 / 3 technical support
• Be the Verusen liaison for customers, and be the customer liaison for Verusen

Preferred Qualifications

• Strong technical analysis of data with SQL is desirable to help support and troubleshoot with customers
• Ability to adapt to fast-moving and changing environment as the team and our product grows
• Experience in a fast-paced, startup environment is a plus

Benefits

• Learning from the best - passionate co-workers and a hands-on and engaged leadership team
• A competitive salary, equity and commission model
• Excellent benefits, including leave policies
• Commitment to Diversity and Inclusion