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Job Title: Customer Success Manager (CSM), SEA

Location: Kuala Lumpur, Malaysia

Employment Type: Full-time/Hybrid - Travel to customer sites is expected (~25% annually) 

The job

The Customer Success Manager (CSM) is the main customer contact responsible for helping customers achieve faster value, stronger adoption, and better business outcomes from their AVEVA solutions. The role manages a portfolio of accounts through success planning, regular engagement, and trusted stakeholder relationships, while working cross-functionally with internal teams and partners to maximize customer value and support growth. The CSM also serves as the voice of the customer internally, helping drive continuous improvement across products and services.

Key responsibilities 

As part of the Customer Success organization, the Customer Success Manager is responsible for managing existing accounts, ensuring the customer’s success and their perceived value of the AVEVA software set.

The Customer Success Manager will focus on these key areas for a defined customer portfolio as the CSM strives to become a trusted partner and consultant for those customers:

• Onboarding – establishing relationships, educating the customer on AVEVA resources and services, set expectations, identify business goals and objectives, and accelerate deployment readiness

• Deployment – work with the Delivery Services Team or AVEVA partners to define architecture, identify and prioritize the solution rollout, recommend AVEVA Services or Support, define the Enterprise Roadmap, define and manage the ‘Services’ budget, and request, quote, coordinate AVEVA Services and Resources

• Adoption – understand customer’s business and operations, define Success Plan, educate and consult on AVEVA use cases of value to customer, leverage workshop services, drive adoption for strategic AVEVA software (Cloud, synergy Sales plays, etc.)

• Expansion – identify new business opportunity and team up with Sales to generate business revenue, leveraging both on deep expertise of customer’s business and frequent contacts

Essential requirements 

• 5+ years’ experience in similar roles

• Strong verbal and written Communication skills

• Strong presentation skills on AVEVA core technologies, business initiatives and services OR similar products (Engineering / E3D, PI System / Historian, InTouch / System Platform / SCADA, MES / Operations Management, Predictive Analytics / AIM, and CONNECT)

• Ability to work well with cross-function and geographically distributed teams

• Strong multi-tasking ability with a keen sense of prioritization

• Strong relationship management and organizational skills

• Experience with project and program management methodology and techniques

• ‘Out-of-the-box’ thinking that will enable delivery of solutions and services tailored for individual customer profiles and situations

• Ability to think strategically, as well as tactically

• Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI, Salesforce, and Workday

Desired skills 

• 5+ years of relevant experience in the process manufacturing and/or Engineering & Construction industry

• 3+ years of experience with AVEVA software products, with working knowledge of one or more of the following, or similar solutions: Engineering / E3D, PI System / Historian, InTouch / System Platform / SCADA, MES / Operations Management, Predictive Analytics / AIM, and CONNECT

• Experience with AVEVA Engineering products would be considered an added advantage

• Industry knowledge in Oil & Gas, EPC (Engineering Procurement and Construction), Power and Utilities, and Water & Wastewater

• Language Requirement(s): Proficiency in more than one language would be considered a strong asset

Commercial at AVEVA 

Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions. 

If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team. 

You’ll also be joining an award-winning workplace. AVEVA is Great Place to Work® Certified™ in multiple countries, reflecting the culture our people create every day. Explore our awards and recognition.

Find out more: https://www.aveva.com/en/about/careers/

AVEVA 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.

AVEVA 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 AVEVA to create the transformative technology that enables our customers to engineer a better world.