What are the responsibilities and job description for the Customer Success Manager position at Aurigo Software Technologies?
Aurigo is a technology company founded in 2003 with a mission to help public sector agencies and facility owners plan, deliver, and maintain their capital projects and assets safely and efficiently. With more than $300 billion of capital programs under management, Aurigo’s award-winning software solutions are trusted by over 300 customers in transportation, water and utilities, healthcare, higher education, and government on over 40,000 projects across North America. We are a privately held corporation headquartered in Austin, Texas, USA, with software development and support centers in Canada and India. We are proud to be Great Place to Work Certified three times in a row. If you are ready to work for a fast-paced software company growing exponentially and interact with some of the brightest minds in the industry to solve real problems, we want to talk to you.
Role:
We're seeking a passionate Customer Success Manager (CSM) to join our growing team! If you thrive in a dynamic environment, collaborating with bright minds to solve real problems and ensure client success, then Aurigo is the place for you.
In this role, you'll become a trusted advisor, guiding clients to maximize the value of our software solutions. You'll partner closely with project managers, technical consultants, and client stakeholders to understand their needs, develop strategic plans, and drive user adoption. Your efforts will directly impact client success, increasing benefit realization, value creation, and ROI.
Responsibilities:
- Client Management: Build strong relationships with clients to understand their needs, schedule regular check-ins, and gather feedback. Analyze usage data to assess software effectiveness.
- Performance Monitoring: Report on key performance indicators (KPIs) relevant to client projects.
- Training and Support: Organize and facilitate training sessions to enhance software proficiency. Provide ongoing support and troubleshooting for clients.
- Feedback and Improvement: Gather client feedback on features and functionality, identifying areas for improvement. Conduct surveys to assess client satisfaction and usage challenges. Recommend best practices and solutions to clients, and prepare reports summarizing client progress, challenges, and success stories.
- Growth Strategies: Monitor contract renewal timelines and initiate discussions well in advance. Identify opportunities for upselling additional features or services based on client needs. Collaborate with product development and marketing teams to relay client feedback and advocate for client-driven enhancements. Share client insights and contribute to product strategy through internal meetings.
- Community Building: Foster a user community through forums or groups to encourage knowledge sharing and engagement. Share success stories and case studies within the client community to highlight effective software use.
- Strategic Planning: Assist clients in developing strategies for utilizing the software to achieve their project goals. Review and adjust success plans regularly in alignment with client objectives.
- Risk Management: Proactively identify potential risks to client success and work to mitigate them. Develop contingency plans for high-risk clients to ensure continued satisfaction and engagement.
- Data-driven decisions: Regularly analyze customer data to inform strategic and operational changes, including staff training and development opportunities.
- Leadership and communication: Host and manage periodic customer operations review meetings to assess performance and provide updates to senior leadership.
- Deliver exceptional customer support: Achieve specific goals, KPIs, and metrics including service level agreements (SLAs), customer satisfaction (CSAT), Net Promoter Score (NPS), and agent productivity.
Qualifications:
- Bachelor's degree with a minimum of 4-5 years of experience in a client facing role
- Experience with leading enterprise software customer success, working a book of clients
- Building Customer Success Plans, leading Executive level QBR for Enterprise Software clients, communicating with all stakeholders within the organization
- Expertise with Salesforce, Project Management methodology, Power BI, Pendo, etc.
- Creative problem solver, able to accomplish goals through a variety of processes and tools
- Strong analytical and communication skills
- Ability to deal with complex customer relationships
