Customer Success Manager

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.

Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us!

ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.

• Job Title: Customer Success Manager - Key Accounts
• Location: USA
• Employment Type: Full time

The Job

Reporting to the Head of Customer Success Management, the Customer Success Manager is responsible for establishing strong relationships with their portfolio of customers, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. Throughout our customer journey, we aim to deliver a best-in-class customer experience, and the Customer Success Manager is the steward of this journey.

Her/His mission is to ensure customers achieve success using our solutions.

Key Responsibilities

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Engage with customers to understand how they work and ensure they are leveraging our solutions effectively.
• Understand the motivation, business drivers, strategic goals, and desired business outcomes for his portfolio of large customers.
• Craft joint customer success plans that include agreed-upon scope, shared metrics, user engagement, adoption plans, timelines, and communication.
• Work closely with Sales, Technical Support, Training, and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth through increased product adoption and increased usage
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business, and ultimately drive retention throughout the customer life cycle.
• Drive the Customer Success playbook for the High Touch Segment.
• Facilitate Executive Business Reviews with decision-makers and our executive sponsor, where we celebrate shared successes and make adjustments as necessary.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Essential skills and experience

• Bachelor / Master: initial training in electrical engineering & training in business/marketing
• Minimum 5 years’ experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support, or Sales Management
• Knowledge of electrical design software is a plus

Desired skills and experience  

With strong empathy and a capacity to build successful customer relationships, the selected profiles will possess great organizational skills, a strong commitment to customer satisfaction, and a proven ability to persuade.

ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.