ABOUT STELLIX GLOBAL SERVICES

We collaborate with our customers and technology and service partners with a relentless co-innovation mindset. We solve difficult challenges and deliver sustainable outcomes. If you are a problem solver with a passion for working across multiple technologies and business relationships, we invite you to explore opportunities at Stellix Global Services.

JOB OVERVIEW:

We are seeking a passionate and customer-centric individual to join our team as a Customer Success Manager (CSM). The CSM is a crucial member of Stellix’ s strategic account team, dedicated to helping clients achieve their manufacturing objectives. This role focuses on ensuring Stellix is aligned to our customer’s initiatives, developing success plans to maximize value from our OT platforms, engagements, and service contracts. By investing back in our customers to drive a positive experience this role will directly lead to higher customer satisfaction, retention, and business growth.
Leveraging expertise in manufacturing operations and digital transformation, the CSM will partner with clients to record measurable outcomes, aligning platform utilization with their broader digital business objectives. The CSM will collaborate with customers, with a deep understanding of stakeholder roles, to understand their business requirements, and guide them through technology adoption, leveraging offer entitlements to achieve KPI’s. Acting as an internal advocate for clients and external representative of Stellix services & Stellix technology ecosystem partners, the CSM will work closely with sales, technical, and delivery leadership to execute success plans throughout the customer lifecycle.

• Customer Relationship Management: As the primary point of contact, CSM will build and maintain strong, long-lasting customer relationships. Proactively Manage stakeholder expectations efficiently with a focus on long-term success.
• Develop & Lead Customer Success Plans: Collaborate with sales to document client’s short and long-term vision and objectives. Working with technical leads to update success plans, strategically position solutions, document risks and reporting on client contract metrics to support contract growth. Implement strategic, proactive internal and external communication as part of a broader account communication strategy, including executive-level content
• Onboarding and Transformation Management: Lead onboarding, Develop and implement change management plans, including comprehensive training programs tailored for operators, executives, and cross-functional teams, pre- and post-Go-Live.
• Measure and Improve Partnership Experience: Utilize CSAT (Customer Satisfaction) and other key experience metrics to implement strategies geared towards maintaining and enhancing the experience. Foster net promoters who can provide referrals within our ecosystem.
• Value Capture & Continuous Improvement: Monitor and document business outcomes, ensure measurable results are achieved and communicated effectively; present findings to both clients and internal teams to document value.
• Collaboration with Ecosystem: Foster alignment with Stellix’s partner ecosystem to enhance end user adoption, solution delivery, and value realization.
• Strategic Thinking: Proven ability to think critically and strategically in partnership with a sales team to support growth of entire Stellix Portfolio
• Key Metrics for Success
• Customer satisfaction and system adoption rates.
• Measurable achievement of client business outcomes and value delivered.
• Increased utilization of Stellix platforms aligned with client KPIs.
• Delivery of client contractual obligations on time and within scope.
• Expansion of client relationships and contract retention/expansion leading to revenue growth.

How You’ll Be Successful

• Passion and commitment for customer success
• Lifelong learner, motivated to explore innovative solutions with customers within established accounts.
• Ability to maintain and expand to new opportunities within your assigned accounts.
• Identifying gaps in change management and building detailed change management plans leveraging our solutions.
• Strong written and verbal skills, executive level presentation and experience in facilitation
• Team player – can develop long term account strategies and assist in executing those strategies.
• Ability to identify success criteria and KPI’s, and measure, report on progress against those.
• Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
• Strong Document and communication skills. Taking notes on customer meetings and getting them to relevant parties with actions
• Focused on efficiency and leveraging AI to analyze client data for insights

What You’ll Do

• Identify client business objectives, gather requirements and work with technical resources to propose, and deliver contracts and project scope. Measure, monitor and report on ability for delivered solutions meet those objectives.
• Develop system use cases, for lab/manufacturing operation management systems, and leverage use cases for contract expand and client advancement
• Set client and internal stakeholder expectations with a focus on long-term success.
• Align system and contract utilization and improvements with client business objectives.
• Develop HyperCare and training plans prior to go-live and future onboarded resources.
• Ensure high customer satisfaction and adoption of all services provided to the client
• Improve system adoption while understanding operator challenges
• Ensure that contractual obligations are met by reporting on entitlement utilization and tailoring entitlements for future contracts.
• Provide awareness and alignment with partner ecosystem
• Inspire client with (new) solutions to their issues