Customer Success Adopt & Expand Team Manager

at  Emerson

This role is primarily responsible for coordinating and supporting Customer Success Adoption & Expansion initiatives, both for our customers and within the Emerson organization. The focus will be on developing strategies, supervising execution, and ensuring that all Customer Success Adoption & Expansion efforts globally meet the desired business outcomes.
In this position, you’ll work closely with EMR leadership, sales, operations, and support teams worldwide to ensure a smooth transition from solution sales and delivery, improve customer satisfaction throughout the entire lifecycle, and increase customer retention, while collaborating with sales to foster customer growth.

PREFERRED QUALIFICATIONS THAT SET YOU APART:

• Strong understanding of Emerson’s subscription portfolio and/or customers’ needs around the total automation lifecycle.
• Proven experience in the automation industry with a technical understanding of diverse industrial sectors (Oil & Gas, Chemicals, Refining, Pharma, etc).
• Leadership and/or business management certifications.Experience building and leading a new organization.

IN THIS ROLE, YOUR RESPONSIBILITIES WILL BE:

• To develop and implement centralized and standardized global strategies for Adoption & Expansion.
• To collaborate with other functional groups and managers to ensure the delivery of the agreed strategies and objectives.
• To engage with local & global sales & services teams to help improve overall customer happiness and to support customer value realization.
• To collect customer insights and feedback to continuously improve customer success best practices, portfolio offerings, and product features.
• To ensure Adoption & Expansion team efficiency & performance achievements.To support Adoption & Expansion team people development.

FOR THIS ROLE, YOU WILL NEED:

• Successful track record of leading people & customer-facing organizations.
• Bachelor’s degree required.
• Good operational knowledge of customers & contracts management.
• Understand partners’ needs and translate them into mutual business opportunities.
• Able to influence, present, and interact comfortably at all organizational levels.
• Ability to optimally communicate a vision.
• Adapt to shifting priorities and remain flexible with constantly evolving processes.
• Experience in working with geographically distributed teams.Proficient in English (written and verbal).