AVEVA is creating software trusted by over 90% of leading industrial companies.

Salary Range:

$129,500.00 - $280,700.00

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

About the Role

The Business Partner for Customer Success is chartered to work with the Adoption Leadership team to support and drive productivity, standardization, and governance via enhanced processes and systems that improve functional performance and metrics while fostering an enjoyable customer and employee experience.

In addition, this role provides definition and oversight for key operational metrics including the analysis of data to help spotlight wins and discover opportunities for improvement or escalation. The scope of this role includes acting as the Success Operations liaison and business partner to Customer Success leadership and their senior management team for all core initiatives. This will involve collaborating with cross-functional teams, optimizing processes, identify gaps and opportunities, and drive operations excellence within Customer Success.

Dimensions

This role is part of the AVEVA Success Operations team within the Global Business Operations team. This is a global role focused exclusively on the Adoption function within AVEVA’s Commercial organization. This position will report to the Director, Adoption Insights and Operations which is a part of the Success Operations function.

Principal Accountabilities

• Key business partner to Customer Success Leadership, driving & coaching regional operations to support on all areas of strategy, business planning & rhythm of business.

• Partner with the leadership teams and regions, to effectively align and manage the leadership teams’ cadence of review and planning activities throughout the fiscal year.

• Ability to support department vision, set initiatives and develop supporting business cases

• Ensure planning, forecasting and budgeting efforts are appropriately integrated with other planning processes employed across the organization

• Work closely with the Leadership team and Global Business Operations to align the technology roadmap and strategy Foster continuous improvement with processes and systems from defining the high-level requirements and scope to enable the execution and launch of these changes

• Discover and Support each of the regions’ needs while driving global consistency in tools, processes and measurements

• Support the definition, delivery and analysis of key metrics/KPIs for monthly reporting and presentations as well as monitor to spotlight trends for management awareness

• Ability to think strategically and leverage analytics to drive efficiencies and pinpoint operational issues

• Identify, define and prioritize project initiatives and associated stakeholders in coordination with Customer Success Leadership

• Monitor the impact of improvements in business processes to measure and report on operational efficiency and employee impact

• Work with Adoption management to craft onboarding and enablement programs and collaborate with Business Operations functions to execute these programs

• Manage internal and external communications and collateral related to Adoption policies and operation

• Act as point of escalation for Adoption senior management for critical operational related issues and remediation

• Review, validate and provide content for contractual requirements related to Adoption deliverables and entitlements

• Facilitate the creation and updating of content for internal and external web properties

• Partner across functions to promote Adoption value and obtain input on performance and processes

• Act as Change Management champion and ensure/validate execution and communication content

• Develop and facilitate communication plans driving engagement and alignment

• Provide guidance to external functions on all Adoption related processes, support programs and capabilities

• Achieve goals specified for Business Partner team in support of the Adoption organization key metrics and initiatives and monitoring progress towards goal realization

Important Working Relationships

• Business Operations to coordinate enablement programs, required system updates, and functional analytic needs

• Portfolio team members to ensure release readiness or End of Life impacts are understood and enabled

• Marketing team to develop relative collateral and internal/external website content updates

• IT or relevant system owners to coordinate and prioritize system enhancements

• Work closely with the Customer Success function, business operations and IT to align technology roadmap and associated processes

Knowledge, Skills & Experience Required

• Strong leadership skills to collaborate across multiple functions and secure stakeholder consensus

• Ability to handle multiple, simultaneous projects in a fast-paced environment while paying excellent attention to detail

• Demonstrated ability to work in dynamic work environment, introduce and foster positive changes that simplify the employee and customer experience, minimize overhead, and drive overall business results

• Experience in process and systems related to Customer Success or related function

• Excellent communication and proven ability to work across the business to align on efficient processes and achievement of established business objectives

• Proven experience defining/scoping effective and efficient processes within complex environments

• Presentation, interpersonal communication, and organizational skills with proven ability to lead cross-functional teams towards initiative success

• Highly motivated and self-directed

• Demonstrated experience in conflict management, active listening, team motivation, decision making, and critical thinking

• A Bachelor’s degree in Business, Computer Science, Engineering with 7+ years within a customer success or success operations related role, or equivalent work experience

• Experience in Microsoft Office tools such as Excel, Word and PowerPoint.

• Experience with adoption/success related software such as success management, knowledge management, CRM, enterprise content management, business analytics, and emerging AI technologies

USA Benefits include:

Flex work hours, 20 days PTO rising to 25 with service, three paid volunteering days, primary and secondary parental leave, well-being support, medical, dental, vision, and 401K.

It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.

Find out more: aveva.com/en/about/careers/benefits/

Hybrid working

By default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote.

Hiring process

Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.

Find out more: aveva.com/en/about/careers/hiring-process

About AVEVA

AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and more sustainably.

We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/

Find out more: aveva.com/en/about/careers/

AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Empowering you with pioneering tech

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers (https://www.aveva.com/en/about/careers/) .

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