Customer Success Manager

Aras is a leader in product lifecycle management (PLM) and digital thread solutions. As one of the fastest growing PLM companies, our technology enables the rapid delivery of flexible solutions built on a powerful digital thread backbone and a low-code development platform.

Our platform and PLM applications connect users in all disciplines to critical product data and processes across the lifecycle and throughout the extended supply chain. The world s largest manufacturers are leveraging Aras Innovator to manage their complex product lifecycles to improve production timelines, meet and exceed revenue growth targets, and accelerate innovation. We collaborate with companies in some of the most innovative industries, including automotive, industrial/heavy equipment, aerospace and defense, and high-tech electronics.

As a Customer Success Manager, you will be working closely with Aras teams and customer sponsors within Aras accounts, driving post-sales adoption management, and technical best practices for Aras Innovator. You will be a technical resource to help maximize our customers' return on investment in their Aras solutions. You will utilize your combination of industry knowledge, enterprise solution technical advice, product knowledge, and adoption management experience to help customers reach their business outcomes.

If you are located within 45 miles of the Andover, MA office you must be able to work a hybrid schedule (Wednesday & Thursday In-Office)

Key Responsibilities

• Ensure successful subscriber adoption
• Coach subscriber technical tips
• Escalation Management/Get Well Plans
• Support renewal and nurture expansion opportunities
• Develop tools and best practices
• Ensure successful subscriber adoption You will use your industry and enterprise application knowledge to help subscribers successfully adopt their Aras Innovator solution. You will coach on PLM best practices, you will periodically perform health checks, benchmarks and if needed, facilitate support escalations to help get subscribers get back on track.
• Escalation management/Get Well Plans - facilitate the creation of get well plans and overseeing the resolution of complex problems by engaging appropriate Aras, partner resources and other stakeholders. Provide clear and concise updates to internal and external stakeholders as well as executive leadership to ensure all remain aligned throughout the process
• Coach subscriber technical tips you will use your technical enterprise experiences to work with subscribers & prospects to foster development of their PLM deployments.
• Support renewal and nurture expansion opportunities You will use your business strategy expertise and product knowledge to help identify potential subscriber opportunities. For accounts of your region, you will coordinate the renewal and help grow expansion opportunities in coordination with other parts of the Aras team.
• Develop tools and best practices for subscribers You will leverage your domain expertise to build tools and best practices to help subscribers succeed with Aras Innovator.

Qualifications

• Bachelor s or Master s degree in Engineering, Computer Science, Information
• Technology or comparable field
• You have 5+ years in sales, service delivery, or customer success management experience
  
• Sales experience
  
• You have a strong sense of ownership with a bias for action and willingness to rollup your sleeves to address problems
  
• You are dedicated to connect customers with an understanding of their needs and ensuring they understand and realize the full value of Aras products and services
• You thrive in developing deep customer relationships and adoption coaching to result in continued revenue generation and high levels of customer satisfaction
• You have excellent communication and presentation skills
• Able to travel up to 25%
  

Preferred Qualifications

• Manufacturing industry experience and knowledge of product development best practices
• 5+ years of Product Lifecycle Management software experience
  
• Significant experience deploying technology or services with large enterprise or global customers
• Deep understanding of desired outcomes and business values for adopting PLM solutions
• Strong financial acumen including an analytical and process-focused mindset
• Understanding of Software-as-a-Service (SaaS) customer management and value drivers in recurring revenue business models
  

We were recognized as a leader in The Forrester Wave : Product Lifecycle Management for Discrete Manufacturers, Q1 2023 and were also named a leader in the 2023 SPARK Matrix for PLM by Quadrant Knowledge Solutions. Feedback from our community has established Aras as the top ranked PLM vendor in online review services like G2 and Gartner Peer Insights.

With over 700 employees in 11 countries, we re looking to add to our incredible team. If you re passionate about helping develop next generation product innovation, we encourage you to apply!

Aras cultivates an inclusive work environment by seeking out diverse perspectives, celebrating each other s diversity, and demonstrating respect for all people of all backgrounds and experiences.

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Aras is an Equal Opportunity Employer.