Job Summary:

Job Description:

• Own and advocate for the overall success of assigned AssetWorks customers, helping them realize value from AssetWorks products, services, and partnership.
• Develop a strong understanding of each customer’s business processes, workflows, goals, risks, and forecasted needs.
• Build and maintain knowledge of AssetWorks products to clearly articulate solution value, adoption opportunities, and best-practice recommendations.
• Monitor, interpret, and act on customer health signals in ClientSuccess, including success plan progress, adoption trends, open risks, and customer engagement.
• Utilize approved AI tools and team-standard templates to improve customer insights, streamline follow-up, and support consistent preparation for customer meetings and business reviews.
• Conduct regular business reviews with assigned customers, leveraging standard CSM tools, templates, success plans, and account health data to drive alignment, document outcomes, and identify growth or risk opportunities.
• Lead regular customer success planning discussions to review progress, address barriers, document next steps, and keep customers aligned to measurable outcomes.
• Ensure customers continue to view AssetWorks as a long-term partner by proactively supporting satisfaction, value realization, retention, and renewal readiness.
• Support sales organizational performance targets by identifying back-to-base growth opportunities, surfacing upsell potential, and partnering on renewal-cycle strategy.
• Demonstrate the value of new releases and product capabilities, guiding customers through adoption opportunities and upgrade planning where appropriate.
• Lead the management and remediation of complex or critical customer situations, coordinating internal resources to drive timely and effective resolution.
• Partner with Sales, Account Management, Customer Care, Professional Services, Product Management, Development, and other internal teams to align customer needs with success strategies and solution recommendations.
• Maintain clear customer portfolio documentation, including key activities, risks, priorities, outcomes, and cross-functional communication needs.
• Deploy and support bi-annual Net Promoter Score (NPS) surveys to assess customer sentiment and identify opportunities to strengthen the customer experience.
• Manage issue logs and customer priorities, ensuring critical information is communicated clearly to the appropriate AssetWorks teams.
• Organize and lead customer status meetings and on-site engagements as needed to support relationship management, adoption, and strategic alignment.

Worker Type:

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