Customer Success Manager

Everactive

Ann Arbor, MI, US / Charlottesville, VA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/11/2021
  • Website: everactive.com
  • Company Address: 2348 Walsh Avenue, Santa Clara, CA, 95051

About Everactive

Everactive brings self-powered intelligence to the physical world. Operating without batteries, the company’s always-on wireless sensors deliver continuous cloud-based analytics at a scale not possible with battery-powered devices. This technology allows for low cost, long-lived, and intelligent instrumentation of industrial operations that have previously been too expensive or dangerous to connect into the Industrial Internet.

Job Description

As a Customer Success Manager, you are a critical part of the team that ensures customers have the best experience possible in their interaction with Everactive. You will act as the lead post-sales, post-deployment contact, establishing relationships with the customer to ensure the best possible experience with our always-on remote monitoring solution in their environment. You will have in-depth knowledge of success indicators, leveraging data and your analytical aptitudes to help our customers maximize the value realized and ensure continued revenue growth through high customer satisfaction and retention rates.

 

Responsibilities:

Cultivate a positive working relationship with assigned accounts acting as a consultant to drive customer engagement and return on investment from post-deployment through renewal

Implement success plans for each customer to educate and coach customers to achieve goals and realize value from our products and services

Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs

Develop, deliver, and present customer success plans which outline critical success factors and measures for success

Present Quarterly Business Reviews to ensure customers are on track to achieve their goals and success with our Everactive solutions

Drive technology adoption (features, use cases) by providing valuable insights to our customers

Provide customer training on existing products, new features, and future products to identify upsell and expansion opportunities

Monitor and respond to customer inquiries, applying internal resources and resolution processes for critical customer issues (involving Support team where appropriate)

Work with existing accounts that have expressed an interest in either non-renewal or early termination with a goal to retain the maximum number of subscriptions and accounts as possible

Partner with Marketing to develop internal and customer-facing processes, programs, and materials to improve the quality and efficiency of the Customer Success team

Partner with salespeople to ensure an outstanding customer experience!

Create a customer feedback loop with Product Management to surface customer requests and help translate customer feedback into product requirements

This position will require regular travel (approx. 25%, under normal business conditions)

 

Required Qualifications

5+ years of experience in information technology in industrial environments

Highly ambitious and comfortable working in a fast-paced environment with the ability to thrive with minimal guidance while being held accountable for achieving key objectives, including renewal rate targets

Technical knowledge to understand the value of our underlying technology and define the features and requirements necessary to deliver a complete product

Strategic problem solver and tactical executor – able to transition easily from big picture to detailed operations

Excellent interpersonal skills with the ability to think and communicate creatively, thoughtfully, and on your feet with diverse technical and non-technical groups, spanning all organizational levels

B.S. or greater in Mechanical, Industrial, Civil, or Environmental Engineering

 

Desired Qualifications

Experience in Customer Success, Account Management, Product Management, or similar roles in SaaS and/or industrial controls product areas

Advanced knowledge and demonstrated success analyzing large data sets using Microsoft Excel, Google Sheets, or similar software

 

About our Values

Successful Everactive employees routinely exhibit our fourcore values:

  • Pioneering ideas: to revolutionize computing, we look for the best ideas without being constrained by existing approaches. This clean slate, first principles approach expands our creative scope and helps us lead development of the next generation IIoT with field-changing technology.
  • Rigorous, honest thinking: we approach all of our endeavors with intellectual honesty and rigor. This honesty leads us to careful self-evaluation - identifying and admitting what we do not know – and to making hard decisions when we believe they are right.
  • Live well, work well: we believe that there are many things in life that are more important than work and that a fulfilling life outside of work makes it easier to do excellent work when you are focusing on the work part of life. Likewise, working well makes life more fulfilling.
  • One Team: We are a team of diverse individuals aligned by a common vision of the future of computing. We are strongest when we respect and embrace our differences. This requires that we share our thoughts, ask questions, and candidly provide feedback and encouragement to others. We are passionately committed to inclusion across race, gender, age, beliefs, identity, orientation, and life experiences that make us unique. Our diversity drives our greatest achievements.

 

Everactive is an Equal Opportunity Employer.

Everactive is an equal opportunity employer and we value diversity in all its forms. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sex, sexual orientation, gender identity, age, marital status, genetic information, veteran or disability status.

We are committed to recruit, hire, and develop an exceptional team of individuals aligned by a common vision of the future of computing. We recognize that our team is strongest when we respect and embrace differences while cultivating a culture of inclusion across race, gender, age, religion, identity, orientation, beliefs, and life experiences that make us unique. Our diversity is what drives our greatest achievements.

Related Jobs

Director of Product

Everactive - Charlottesville, VA, USAnn Arbor, MI, US

Silicon CAD Contractor

Everactive - Charlottesville, VA, US

Customer Success Manager

Everactive - Ann Arbor, MI, USCharlottesville, VA, US

People Operations Business Partner

Everactive - Charlottesville, VA, USAnn Arbor, MI, USSanta Clara, CA, US

Analog / Mixed Signal Circuit Designer Engineer

Everactive - Ann Arbor, MI, US
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.