Customer Success Manager

As a Customer Success Manager, you will work closely with Aras teams and customer sponsors to ensure the successful implementation and adoption of Aras solutions. You will help customers maximize their return on investment by leveraging your industry expertise, knowledge of enterprise solutions, and customer engagement experience to achieve their desired business outcomes.

Responsibilities:

· Ensure successful customer adoption

· Support customers with practical advice

· Manage escalations and develop recovery plans

· Support contract renewals and identify expansion opportunities

· Develop and improve standards and processes to enhance customer support efficiency

Key Responsibilities in Detail:

Ensure successful customer adoption – Utilize your industry and enterprise application expertise to guide customers in adopting their Aras Innovator solution effectively. You will coach them on best practices, perform periodic health checks, and facilitate support escalations as needed to keep them on track.

Support customers with practical advice – Use your enterprise experience to provide customers with actionable guidance for implementing their PLM deployments.

Escalation management and recovery plans – Oversee the creation of recovery plans and the resolution of complex issues by coordinating with Aras teams, partners, and other stakeholders. Provide clear updates to all relevant parties, including executive leadership, to maintain alignment throughout the process.

Support renewals and identify expansion opportunities – Leverage your business strategy knowledge and product expertise to uncover potential opportunities. Coordinate renewals and help grow expansion efforts in collaboration with the broader Aras team.

Develop and improve standards and processes – Contribute to creating and refining standards and processes to support customers more efficiently and effectively.

Minimum Qualifications

· Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology or comparable field

· You have 5+ years in sales, service delivery, or customer success management experience

· Sales 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

· 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