Be the next big change > Dassault Systèmes

Be the Next Game Changer

Customer Success Manager Americas

United States, MA, Waltham
Regular
11/22/2022
530634

 

Imagine New Horizons...

Do you have dreams? Do you enjoy a challenge? Here at Dassault Systèmes, we empower people with passion to change the world. Let us open new horizons together with the power of 3DEXPERIENCE virtual universe! 

We are currently hiring for an exciting opportunity as a Customer Success Manager to motivate employees and help our clients achieve their desired business outcomes. The successful candidate will:

  • Serve as a channel of communication between customers and the R&D organization, and between employees and senior management.
  • Implement established business strategy, assigning roles and tasks to dedicated team members based on strengths and abilities.
  •  Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores and help drive new business growth through greater customer advocacy.
  • Meet and exceed organizational goals with optimum use of workforce and resource allocation.

What your role will be?

Your day-to-day responsibilities- 

  • Direct work of employees to meet quality and on-time delivery requirements; address production challenges and communicate to appropriate leadership.
  • Partner with internal stakeholders to manage workflow and ensure employees fully comprehend responsibilities and delegated tasks
  • Set performance goals and deadlines in line with the company’s vision, monitoring budget, and reporting variances to leadership
  • Monitor team productivity and provide performance evaluations, constructive feedback, mentorship, and discipline as needed
  • Receive and track employee and customer complaints, and resolve problems
  • Attend internal as well as client reviews/meetings as needed to lend expertise to discussions and support solutions for clients including changes/updates as requested
  • Determine overall training needs for staff and ensure staff members receive timely and appropriate training and development
  • Other duties as assigned

The Challenges ahead…

  • Define, share, validate and execute plans to ensure customers’ successful deployment and production run
  • Promote R&D Best Practices through interaction with customer/users
  • Foster project success by aligning stakeholders on 3DS solution deployment
  • Be accountable for 3DEXPERIENCE based customer dashboard
  • Leverage the 3DEXPERIENCE Platform and business methods to implement new ways of working at Dassault Systemes
  • Run with Dassault Systemes processes according to company guidelines and policies
  • Align each stakeholder with Dassault Systemes industry solution experiences deployment: on time & on quality 

 

Your key success factors?

  • Bachelor’s degree in Computer Science, Engineering, Management, Information Technology or from a related technical field
  • 10-15 years of leadership experience- required
  • Experience with managing Customer Support or Customer Success function for complex technical software products
  • Demonstrable customer focus: you are a customer advocate with a passion for customer success, coupled with a strong motivation to help customers achieve their business objectives
  • Strong understanding of project management & implementation within a services environment
  • Ability to communicate effectively orally and in writing with customers and coworkers at all levels, including management
  • Ability to work in a fast-paced environment, multitask, and deliver under pressure
  • Must be detail-oriented with ability to adjust in a dynamic environment
  • Capability to develop strong working relationships in a matrixed, global environment and establish a high level of credibility across functional lines of business (ie: Sales, Cloud Operations, Product Management, Software Development and IT/IS)

 

Preferred skills-

  • Master’s degree
  • Experience with customer deployment and / or R&D background- desired
  • Experience in a Domain / Industry is an advantage
  • Experience enabling readiness for new SaaS solutions in Service organizations

 

 

"Compensation for the role will be commensurate with experience. The total expected compensation range will be between $145,000-$190,000, representing the base salary (or annualized salary based on estimated hourly compensation) and target bonus".

 

Compensation & Benefits

Dassault Systèmes offers an excellent salary with potential for bonus, commensurate with experience. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match (50 cents on the dollar, up to the first 8% of your eligible compensation that you contribute based on match eligibility criteria), flexible time off policy, and 9 paid holidays.

Equal opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Covid statement

Our Company requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for a medical, religious or state-required accommodation or otherwise exempt consistent with applicable law.  Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship due to customer requirements, staffing needs, or other business reasons. Definition of full-vaccination: Employees are considered to be fully vaccinated two weeks after their second dose in a 2-dose series or two weeks after a single-dose vaccine.
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