As a technical Customer Success Manager, you will be working closely with Aras teams and customer sponsors within Aras accounts, driving post-sales adoption management, and technical best practices for Aras Innovator. You will be a technical resource to help maximize our customers' return on investment in their Aras solutions. You will utilize your combination of industry knowledge, enterprise solution technical advice, product knowledge, and adoption management experience to help customers reach their business outcomes.
Primary Responsibilities
· Enterprise Subscriber Program Management
· Ensure Subscriber Adoption
· Coordinate Success Across Aras teams
· Support renewal and nurture expansion opportunities
Enterprise Subscriber Program Management - You will use your program management experience and industry knowledge to help Enterprise Subscribers manage their programs with Aras Innovator and their program management team. You will play a critical role as the primary interface between Aras and these Enterprise Subscribers.
Ensure Subscriber Adoption – You will use your industry and enterprise application knowledge to help subscribers successfully adopt their Aras Innovator solution. You will coach on PLM best practices, you will periodically perform health checks, benchmarks and if needed, facilitate support escalations to help get subscribers get back on track.
Coordinate Success Across Aras teams – You will oversee the collaboration across Aras global teams to deliver software and services solutions, identify the roadmap for new solutions or the resolution of complex problems by engaging appropriate Aras, partner resources and other stakeholders. You will provide clear and concise updates to internal and external stakeholders as well as executive leadership to ensure all remain aligned throughout the process.
Support Renewal and Nurture expansion opportunities – You will use your business strategy expertise and product knowledge to help identify potential subscriber opportunities.
Minimum Qualifications
· Bachelor’s or Master’s degree in Engineering or comparable field
· You have 5+ years in sales, service delivery, or customer success management experience
· You have a strong sense of ownership with a bias for action and willingness to roll-up your sleeves to address problems
· You are dedicated to connect customers with an understanding of their needs and ensuring they understand and realize the full value of Aras products and services
· You thrive in developing deep customer relationships and adoption coaching to result in continued revenue generation and high levels of customer satisfaction
· You have excellent communication and presentation skills
· Able to travel up to 25%
Preferred Qualifications
· Manufacturing industry experience and knowledge of product development best practices
· 5+ years of Product Lifecycle Management software experience
· Japanese and English language proficiency
· Significant experience deploying technology or services with large enterprise or global customers
· Deep understanding of desired outcomes and business values for adopting PLM solutions
· Strong financial acumen including an analytical and process-focused mindset
· Understanding of Software-as-a-Service (SaaS) customer management and value drivers in recurring revenue business models
