RWS is seeking an experienced Customer Success Managerwith proven experience in S1000D consultation and implementation, to support key Aerospace & Defense accounts within our content management, publishing, and delivery portfolio. This individual will play a pivotal role in building and maintaining strong client relationships, managing and supporting client satisfaction, and revenue growth across a set of strategic accounts.
About Contenta
RWS Contenta is part of RWS’s content management platform focused on the Aerospace & Defence market. Contenta streamlines the content value chain to deliver the most accurate and up-to-date technical content possible.
The Contenta suite is an industry-proven publishing solution for technical content creation, digital publishing and technical instruction viewing; all with optimized functionality for each step of the content publishing process and the S1000D document specification.
For further information, please visit: RWS Contenta
Job Overview
Key Responsibilities
- Manage and grow all post-sales activities for enterprise customers through strong relationship-building, planning, and execution.
- Maintain a current and deep understanding of our solutions. Regularly speak with key influencers and contacts at assigned accounts to identify their specific, ongoing business needs, mapping those to our offerings.
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to ensure that their implementation is aligned with their ongoing business case and overall strategy, allowing the full potential of their investment in our solutions to be realized.
- Actively participate and represent RWS in customer sponsored events such as standards committees (AIA, S1000D and other S-Series user groups), corporate summits, workshops, etc.
- Develop and maintain a plan with each account for change management, growth, and adoption programs, by partnering with Sales, Renewals, Product Management, and Customer Success teams.
- May provide training and guidance to client teams on S1000D principles, best practices, and tools.
- Increase customer retention by conducting regular check-in calls for tactical items and perform quarterly health checks and strategic business reviews.
- Track accounts to identify churn risk and work proactively to eliminate that risk. (Retain ARR)
- This individual will have significant responsibility and the charter to work across, up, and down our strategic accounts to grow our business and continuously improve customer relationships.
Skills & Experience
- Proven experience working in a customer-facing capacity and managing technology accounts, relationships, and projects.
- Extensive experience in S1000D implementation, with a strong understanding of authoring tools and software.
- Demonstrates experience gaining trusted advisor status in a consultative or account management capacity with US Air Force, US Navy, and their suppliers.
- Aerospace or Defense industry experience A MUST, either on the US Government, contractor, or vendor side.
- Leadership and expertise in identifying, progressing, and collaborating on large services deals including enterprise software.
- Exceptional presentation and communication skills, including the ability to convey complex technical concepts in simple terms.
- Proven ability to demonstrate and assist in troubleshooting complex systems.
- Proven track record of meeting and exceeding personal goals and objectives.
- US Citizenship required.
- Travel required (10% – 20%)
Benefits
- Amazing benefits! (Seriously!)
- Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave.
- 401(k) Retirement plan with company match.
- Company-wide agile work policy with flexible work arrangements.
- Opportunities for training, professional development, and personal growth.
- Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity.
Base Pay
$100,000 - $125,000 / year
Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.
