Aras is a leader in product lifecycle management (PLM) and digital thread solutions. As one of the fastest growing PLM companies, our technology enables the rapid delivery of flexible solutions built on a powerful digital thread backbone and a low-code development platform.
Our platform and PLM applications connect users in all disciplines to critical product data and processes across the lifecycle and throughout the extended supply chain. The world’s largest manufacturers are leveraging Aras Innovator to manage their complex product lifecycles to improve production timelines, meet and exceed revenue growth targets, and accelerate innovation. We collaborate with companies in some of the most innovative industries, including automotive, industrial/heavy equipment, aerospace and defense, and high-tech electronics.
As a Customer Success Director, you will focus on the success, retention of our subscribers and, ultimately, driving revenue expansion. You will directly manage a team of customer success managers focused on ensuring subscribers achieve their business goals with the investment they’ve made in Aras Innovator.
You will be the key champion for ensuring an exceptional subscriber experience and own the renewal goals for your region. You will utilize your combination of industry process knowledge, enterprise solution understanding, and adoption management experience to help customers reach their business outcomes. You will collaborate across Aras teams for subscriber success. We are looking for someone who has a passion for leveraging quantitative and qualitative data to drive successful subscriber outcomes. This is a challenging role that requires exceptional communication skills, customer leadership, team coaching & building best practices, a motivational style, and analytical skills.
Key Responsibilities
· Drive Aras region retention goals
· Ensure successful subscriber adoption
· Nurture and expand subscribers
· Manage a team of CSMs for your region
· Collaborate with Aras teams for subscriber success
Drive Aras region retention goals – You own the region’s renewal business and you will manage the Aras renewal manager to lead the renewal process for your subscribers. Your team will plan the renewal approach for each account, propose and close this business on time. Your team will identify and maintain a list of renewal risks and proactively work across organizations to address these risks for successful renewal.
Ensure successful subscriber adoption – You will use your industry and enterprise application knowledge to help subscribers successfully adopt their Aras Innovator solution. You will coach your teams and subscribers on PLM best practices, you will periodically perform health checks, benchmarks, get well plans and if needed, facilitate support escalations to help get subscribers get back on track.
Nurture and expand subscribers – Based on successful adoption of Aras solutions, your teams will nurture opportunities to expand that success with Aras subscribers.
Manage a team of CSMs – You will hire, develop and lead a team of Customer Success Managers who work with subscribers. You will coach them on best practices for working with subscribers, collaborating across Aras teams, ensure they adopt the customer success practices and tools.
Collaborate with Aras teams for subscriber success – You and your team of customer success managers will partner with sales, professional services, marketing, product mgt, and engineering to develop and execute our subscriber engagement and retention strategy from all angles.
Required Qualifications
· Bachelor’s or Master’s degree in Engineering or comparable technical field
· 5+ years of Manufacturing industry experience and knowledge of product development best practices
· 5+ years of Product Lifecycle Management software experience
· 5+ years experience building, leading, and managing a customer-facing team at a technology/SaaS company or consulting/services organization
· Excellent executive-level interpersonal and written communication skills with the ability to influence customers and internal stakeholders and effectively navigate difficult situations and mediate to healthy outcomes
· You have a strong sense of ownership with a bias for action and willingness to roll-up your sleeves to address problems
· Able to travel up to 35%
We were recognized as a leader in The Forrester Wave™: Product Lifecycle Management for Discrete Manufacturers, Q1 2023 and were also named a leader in the 2023 SPARK Matrix for PLM by Quadrant Knowledge Solutions. Feedback from our community has established Aras as the top ranked PLM vendor in online review services like G2 and Gartner Peer Insights.
With over 700 employees in 11 countries, we’re looking to add to our incredible team. If you’re passionate about helping develop next generation product innovation, we encourage you to apply!
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Aras is an Equal Opportunity Employer.
