Full job description

Who are Evotix?

We're a growing global EHS SaaS company with a clear ambition: to combine world-class software, data and AI to help our customers operate smarter, safer and more efficiently. For exceptional talent, Evotix offers something rare-the pace of a growth company, the scale to make a real difference, and the opportunity to influence strategy, technology and outcomes at a global level.

At Evotix, we're creating the future of workplace health, safety and wellbeing—and we need ELITE people to help us do it. People who pursue Excellence, show Leadership, deliver Impact, earn Trust, and Empower those around them.

Position Overview:

The CSM is responsible for being a trusted partner and advisor across the end-to-end customer journey, that maximises value realisation, manages sentiment, drives adoption, minimize churn, generate expansion opportunities and turn our customers into advocates. As the CSM, you are responsible for working closely with the sales team, implementation of consultants and customer support to facilitate a seamless customer journey. You will work closely with the customers to understand their strategic objectives, drive adoption and value realisation, identify and mitigate risks early, and build strong relationships across operational and executive leadership. Above all, you’re a true champion of Evotix’s mission, collaborating with all customer facing functions to help our customers address their evolving business needs.

Primary Objectives and Responsibilities

Customer Value Creation

• Build trusted relationships with customer stakeholders across EHS, operations, technology and executive leadership • Understand each customer EHS objective, Evotix investment business case, strategic and tactical priorities. • Develop and maintain customer Success Plan with measurable business outcomes and milestones. • Drive adoption and value realisation across the customer’s Evotix investments.• Conduct periodic and regular value and success reviews, focusing on business outcomes and associated measures. • Proactively identify opportunities to optimise their existing configuration, process, and capabilities.

Develop Healthy Customer Relationships

• Develop and sustain a solid and trusting relationship between the various, different customer stakeholders and Evotix. • Coordinate executive sponsorship with relevant Evotix leaders to ensure close partnership to drive towards common goals and objectives • Own the overall account health. Proactively identify risk and mitigation. Coordinate with all customer-facing teams within Evotix to respond, action and monitor all issues and risk. • Continously monitor customer sentiment, adoption, stakeholder engagement, support experience, PS delivery, risk signals, and business changes. • Proactively update information in Salesforce to provide accurate and complete view of each account's status, risks and planned next steps. • Escalate material customer risk to the appropriate internal channel with clear recommendations, action and owners.

Primary Customer Contact Point

Follow the CSM playbook to ensure all areas of customer interaction are conducted consistently to ensure maximum customer success. • Lead the handover call from Sales to Implementation, to include review and refine the Customer Success Plan. • Lead the handover call from Implementation to Support, outlining any areas for immediate attention. • Facilitate the delivery of customer facing materials to support their customer’s success: Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc. • Be available and responsive. Agree timescales (where possible) and commit to delivery. • Be the primary point of contact for resolving key issues and escalations. Highlight customers at risk early, with recommendations for action to mitigate.

Act as a Customer Advocate

• Be a proactive, valuable resource to inform customers of new capabilities available to them; be that product, services or supporting materials. Guide the customers to self-help where there is desire to. • Provide an effective feedback loop to product, support, and professional service to assist continuous improvement. • Listen to the Voice of Customer and provide this valuable feedback and sentiment to internal teams, to support initiatives to improve customer experience. • Encourage customer participation in Evotix community, industry events, case studies and marketing campaigns. • Capture customer insight and emerging industry trends to inform and enable others to improve engagement, relevance and effectiveness of value realisation. Retain and Grow our Customers • Identify and generate lead and demand that results in expansion of Evotix products and services. • Work collaboratively with Customer Development Managers on relevant accounts to drive ongoing customer account health, drive successful renewal and collaborate on expansion campaigns.

Experience

Skills and Attributes Essential

• Experience in Customer Success, Account Management, Consulting, Professional Service, Support or similar customer-facing role within B2B Enterprise software context. • Demonstrated experience managing complex enterprise customer relationships • Strong consultative, problem solving, communication and influencing skills • Experience identifying customer risk signals and developing mitigation plans • Solid technical foundation to build competency on complex enterprise software environment • Comfortable working cross functionally with Sales, Product, Engineering, Support and Professional Service

Desirable

• • Enterprise SaaS experience• EHS, risk, compliance experience • Familiarity with mining, energy, utilities, construction, manufacturing, transportation and government • Technical, consulting, professional services background