The Customer Success Managers (CSMs) are directly responsible for adoption, training, and retention of customers with Agilent SaaS solutions, and other subscription offerings coming to market. Building positive relationships and growing the value of the product for clients will be crucial to leading retention of customers. Communication skills along with customer success experience will be convenient to be successful in this position.
ResponsibilitiesAcquire and develop critical Customer Success Management skills to ensure building relationships with customers to promote satisfaction, understanding, and comprehension of our products.Identify the customer business requirements, provide guidance and training on solutions settings and visualizations to ensure customer gains insights and achieves goals.Work closely with multiple internal parties to ensure proactive communication, issues resolution, and follow-ups so that the customer is guaranteed a smooth journey and cheerful experience with Agilent.Be responsible for multiple accounts owning Agilent's SaaS products; each client will be in different states of their journey and the Customer Success Manager ensures appropriate touchpoints and development of the relationship.Stay abreast of new releases and product functionalities to ensure successful adoption for customers.Host virtual trainings with customers on the functionalities available to them.Contribute to special projects as needed to guarantee successful service deployments, improved internal processes/methodologies, and ongoing retention/satisfaction of the client base.Provide thoughtful feedback, leadership, and suggestions to assist in improving the product and process.Track metrics around retention and satisfaction as part of engagements health tracking measures.Assist with training and ramp to volume as product grows.RequirementsIn-depth knowledge and experience in job and ability to work collaboratively.Bachelors or Masters Degree or University Degree or equivalent.Previous experience being part of a remote team and remote customer base.Ability to quickly identify customer goals and propose creative solutions.Outstanding written and verbal communication and organizational skills.Excellent analytical, leadership, and problem-solving skills.Excellent ability to build and foster good relationships.Native English or professional proficiency is required. Fluency in an additional European language is preferred.Basic knowledge of Excel, and the ability to learn Smartsheet and other tools that will be utilized in this role.2 years or more of experience working with Software-as-a-Service solutions is preferred.Work experience in a scientific laboratory or comparable background can be relevant.We offerAgilent Result Bonus.Employee Stock Purchase Plan.Company paid Health.Company paid Life Insurance.Internal and external training opportunities.Gym funding.Flexible working plan, hybrid model agreed with manager with options for remote employment.Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.
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