Customer Success Manager, Thailand

About the Company

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably. We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies. If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you!

The job

The Customer Success Manager (CSM) is the main customer contact responsible for helping customers achieve faster value, stronger adoption, and better business outcomes from their AVEVA solutions. The role manages a portfolio of accounts through success planning, regular engagement, and trusted stakeholder relationships, while working cross-functionally with internal teams and partners to maximize customer value and support growth. The CSM also serves as the voice of the customer internally, helping drive continuous improvement across products and services.

Key responsibilities

• Onboarding – establishing relationships, educating the customer on AVEVA resources and services, set expectations, identify business goals and objectives, and accelerate deployment readiness
• Deployment – work with the Delivery Services Team or AVEVA partners to define architecture, identify and prioritize the solution rollout, recommend AVEVA Services or Support, define the Enterprise Roadmap, define and manage the ‘Services’ budget, and request, quote, coordinate AVEVA Services and Resources
• Adoption – understand customer’s business and operations, define Success Plan, educate and consult on AVEVA use cases of value to customer, leverage workshop services, drive adoption for strategic AVEVA software (Cloud, synergy Sales plays, etc.)
• Expansion – identify new business opportunity and team up with Sales to generate business revenue, leveraging both on deep expertise of customer’s business and frequent contacts

Essential requirements

• 5+ years’ experience in similar roles
• Strong verbal and written Communication skills
• Strong presentation skills on AVEVA core technologies, business initiatives and services OR similar products (Engineering / E3D, PI System / Historian, InTouch / System Platform / SCADA, MES / Operations Management, Predictive Analytics / AIM, and CONNECT)
• Ability to work well with cross-function and geographically distributed teams
• Strong multi-tasking ability with a keen sense of prioritization
• Strong relationship management and organizational skills
• Experience with project and program management methodology and techniques
• ‘Out-of-the-box’ thinking that will enable delivery of solutions and services tailored for individual customer profiles and situations
• Ability to think strategically, as well as tactically
• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday

Desired skills

• 5+ years of relevant experience in the process manufacturing and/or Engineering & Construction industry
• 3+ years of experience with AVEVA software products, with working knowledge of one or more of the following, or similar solutions: Engineering / E3D, PI System / Historian, InTouch / System Platform / SCADA, MES / Operations Management, Predictive Analytics / AIM, and CONNECT
• Experience with AVEVA Engineering products would be considered an added advantage
• Industry knowledge in Oil & Gas, EPC (Engineering Procurement and Construction), Power and Utilities, and Water & Wastewater