Customer Success Manager - Digital Engagement
OSIsoft
Frankfurt, Germany
vor 3 Tg.

CSM - DIGITAL ENGAGEMENT

Customer Success Manager Digital Engagement

We are looking for highly motivated, confident, and well-organized individuals to ensure that OSIsoft’s customers are satisfied with the services they receive and to help identify areas where OSIsoft can enhance our relationship and offerings to our customers.

This position is part of the global Customer Success Team and the primary responsibility is to retain a large portfolio of customers using different automation means.

Your responsibilities will include :

  • Deliver and communicate with a wide array of customers through use of our various marketing tools
  • Service customer needs in doing business with us in an efficient and frictionless manner
  • Drive customer satisfaction of our SRP : Serve as a single point of contact for our customers on all aspects of the annual renewalCommunicate the value of SRP and secure the renewals in a timely mannerPromptly respond to all customer phone calls and electronic inquiries related to renewalsResearch and troubleshoot inquiries for timely follow-
  • up and resolution, including maintaining customer user access and entitlementsIdentify and communicate to the Account Team any business opportunity that might occur during our interactions with the customers.

  • Partner with Marketing, Sales and Industry Principals : To create effective and targeted campaignsKeep track of all campaigns, analyze results and share those with the CSM Leadership, the Account Team and other departments
  • Gauge customers’ levels of engagement : Analyze customer health metrics, running Customer Satisfaction Survey and gather other feedback via marketing toolsPromote customers to a higher tier of CSM engagementRepresent the voice of the customer to provide input into core product, marketing and sales process
  • Champion continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, sharing of expertise and experiences with other team members, best practice creation, detailed documentation, and process refinement and streamlining
  • Generate and maintain accurate documentation and customer information in our CRM database
  • Qualifications :

  • Bachelor’s degree in engineering, business or related fields
  • Strong analytical, and problem-solving abilities
  • Ability to present the value of our product offering to customers
  • Strong multi-tasking ability with the ability to prioritize
  • Ability to work well within cross-functional and geographically distributed teams
  • Experience with Salesforce CRM, Marketo, and managing digital campaigns is a plus
  • About OSIsoft

    OSIsoft is a global leader in operational intelligence. We deliver an open enterprise infrastructure, the PI System™, to connect sensor-

    based data, systems and people. OSIsoft has installations in 127 countries and is widely used across manufacturing, energy, utilities, pharmaceuticals, life sciences, data centers, facilities and the process industries, as well as the public sector and the federal government.

    OSIsoft is headquartered in San Leandro, California, U.S.A, with offices around the world.

    At OSIsoft, we provide the industry standard in enterprise infrastructure for management of time series data through the OSIsoft PI System™.

    Our customers rely upon the PI System™ to safeguard data and deliver enterprise-wide visibility into operational, manufacturing and business information.

    The PI System™ enables users to manage assets, mitigate risks, comply with regulations, improve processes, drive innovation, make business decisions in real time, and to identify competitive business and market opportunities.

    We are time series data; if the data has a value at a given time, we collect it, store it, and show it to our customers whenever they need it! We let engineers and managers see exactly what’s going on in their processes in real time useful, right?

    LI-JR1

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