Account Management & Customer Success Professional

Customer Success Value Realization

• Own the post-sale customer relationship for assigned digital accounts within your segment serve as the primary EGIC point of contact for adoption, value delivery, and ongoing engagement.
• Drive structured onboarding and user enablement to accelerate time-to-value after deployment.
• Track and report customer value realization (TVD) using usage analytics, dashboards, and outcome metrics translating data into compelling value narratives for customers and internal stakeholders.
• Conduct regular business reviews with customers, presenting realized value, usage trends, and actionable recommendations to strengthen engagement and deepen program adoption.

Account Growth Expansion Support

• Partner with field sales representatives to identify and pursue upsell, cross-sell, and multi-site replication opportunities within existing accounts.
• Build account plans that map digital adoption potential across customer sites, programs, and stakeholder groups within your assigned segment.
• Support field sales in shaping outcome-based value propositions and ROI business cases tailored to the segments operating environment and KPIs.
• Contribute to digital conversion efforts by scoring customer readiness and recommending targeted adoption plays for hardware-only or underutilized accounts.

Retention Renewal Management

• Monitor customer health through usage signals, engagement patterns, and satisfaction indicators proactively flagging and mitigating churn risk.
• Own renewal execution for assigned accounts, ensuring timely renewals and minimizing revenue leakage.
• Develop and execute recovery plans for at-risk accounts in coordination with product, service, and field teams.

Stakeholder Cross-Functional Collaboration

• Engage customer stakeholders relevant to your segment plant operations, quality, EHS, engineering, procurement, infection prevention, or facility management to build multi-threaded relationships and deepen digital adoption.
• Collaborate with product, service, implementation, and field sales teams to ensure seamless customer experiences from deployment through expansion.
• Share customer feedback, competitive intelligence, and adoption insights to inform product direction and go-to-market strategy for your segment.
• Maintain disciplined CRM hygiene, accurate account health records, and transparent pipeline/forecast inputs.

Required Qualifications

• 4-8 years of experience in B2B account management, customer success, or consultative commercial roles in one or more of the following industries: