The aPriori Customer Success Manager is responsible for ensuring customer success and delivery of desired outcomes through day-to-day management of client engagement services and solution implementations. They provide success management, business consulting, and process change assessment during the implementation and deployment of aPriori’s software. A key role of the Customer Success Manager is to foster customer loyalty by ensuring that our customers can successfully realize the value of our solutions and services. The measurement of success in this role is the continued renewal of customers’ existing software subscription and the identification of expansion opportunities for additional software and services.

The Customer Success Manager builds relationships with the customer’s executive sponsor and project team to develop an understanding of their business needs, then works with aPriori Professional Services personnel to develop and implement solutions and supporting success plans to meet those needs. The Customer Success Manager then manages the activities needed to help the customer apply the solution per the Customer Success Plan to generate business value and track that value to justify future software renewals and business expansion.

This role requires a high level of communicating and managing the customer expectation around success plans, activities, and results of the engagement.

This role is part of the Retain Customer Success team and reports to the Manager, Customer Success Management.

Responsibilities

• Management of multiple customer implementations inclusive of all Professional Services activities needed for a successful deployment.
• Commercial ownership on Retain designated accounts and responsibility for the contract renewal strategy and execution.
• Work with Sales Directors and client executive sponsors to understand and communicate customer needs and develop the Customer Success Plan
• Act as the primary aPriori resource for communication of project status to internal and external stakeholders.
• Serve as the first point of escalation for project issues.
• Manage and build relationship with executive sponsor and project team.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

• Comfort interacting with and tailoring messaging to all levels of customer resources (executive through individual contributor)
• Demonstrated ability to assess customer needs, develop a project scope and successfully execute
• Demonstrated ability to identify risks that may impact the success of the project and determine appropriate mitigating actions
• Strong written and oral communication skills
• Strong project management skills
• Willingness to travel up to 20% of the time

Preferred Skills

• Experience and demonstrated success in managing business process change in a consulting role
• Experience creating, facilitating, and presenting reports to senior-level client stakeholders
• Demonstrated success managing cross-functional project teams
• Previous industry experience in Aerospace, Automotive or Heavy Industrial industries

Education and Experience

• 3+ years experience and demonstrated success managing enterprise software implementations with external clients
• Experience managing customer relationships and expectations as they relate to technical projects
• BS degree in Engineering, Computer Science, Business Management, or related field

aPriori Offers

A team environment where your experience is valued, your voice is heard, and the work that you do makes an impact for our customers and employees.

aPriori offers competitive compensation in a dynamic, growing innovative environment. A competitive benefits package which includes medical, dental, and vision for employees and their dependents, life, disability, flexible spending accounts, 401k match, career-growth opportunities, flexible time, and paid time off benefits – including aPriori days, and more!

About aPriori

Founded in 2003, aPriori is disrupting the industry’s status quo with groundbreaking work helping manufacturers digitally transform their businesses. Through our unique, patented, intellectual property, we enable manufacturers to accelerate product design, and bring products to markets faster while providing visibility to the sustainability of their design and manufacturing choices. Our impact is profound - our customers save millions of dollars each year, accelerate time to market, all while creating a better world for future generations. Though we are an established software firm, through our continued growth, we have maintained the dynamic, collaborative nature of a start-up.

With a global presence, including North America, Europe, Asia, and India, we encourage an inclusive work environment and support employees’ growth through education, training, wellness, and other programs. As our greatest asset, employees’ contributions are acknowledged through monthly company-wide meetings, often with promotions and awards. We promote a positive work culture, employee-friendly policies, flexible work schedules, pub nights, and an additional day off each quarter known as “aPriori Day”.

Interested in joining our team? We continue to build an organization highly talented, self-motivated individuals. Our unique environment empowers employees to bring their best selves each day, asking, “How can I do better?” and then exceeding expectations. We work together towards a common goal. We nurture and celebrate each other’s successes. Employees embrace opportunities to build new skills as well as step into leadership positions where they are supported and mentored by the Senior Leadership team to grow into impactful individual contributor roles or to effectively manage teams. Innovation, adaptability, and a desire to increase your value are essential. If you possess these qualities, we want to hear from you!

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