Customer Success Analyst Jobs in Massachusetts

Role & Responsibilities

As a proactive and results-driven Sales Account Manager, you will oversee and grow the existing DELMIAWorks client base. You will serve as the primary strategic business advisor, and commercial account owner for assigned manufacturing clients. You will drive software adoption, ensure long-term retention, and identify account expansion opportunities additional user licenses, modules, training, and services. Through proactive account planning and consultative selling, you will help customers align DELMIAWorks solutions with their business goals, while driving revenue growth.

Key Responsibilities

Managing recurring software renewals, contract upsells, add-on module sales, and service engagements to hit expansion targets. Develop account plans to identify growth opportunities, protect reoccurring revenue, and prioritize customer engagement

Establishing strong relationships with key executive stakeholders, plant managers, and IT leaders, to understand business priorities and uncover opportunities to deliver additional value.

Leading consultative customer conversations to help clients maximize ROI from DELMIAWorks Enterprise Resource Planning/Manufacturing Execution (ERP & MES) by aligning software capabilities with their business and production goals. Guide qualified opportunities through the sales process, from discovery through close.

Monitoring account health metrics, usage patterns, and account satisfaction to proactively address risks and identify growth opportunities. Collaborate with internal teams, including Sales Engineering, Services, Support and Product, to address customer needs and drive successful outcomes.

Travel to customer facilities as needed to build relationships, gain firsthand insight into their manufacturing operations and business challenges, and identify opportunities to improve performance and deliver additional value through DELMIAWorks.

Qualifications

5+ years in B2B Account Management, Customer Success, or Software Sales within the manufacturing, ERP/MES or complex enterprise software environments.

Proven ability to manage customer relationships, develop account plans, identify upsell and cross-sell opportunities, and manage renewals and sales opportunities through close.

Strong business and consultative selling skills, with the ability to understand customer challenges, engage stakeholders at multiple levels and connect technology solutions to measurable business outcomes. Familiarity with manufacturing operational workflows e.g., shop floor control, inventory management, quality, supply chain.

Excellent communication, relationship-building, presentation, forecasting, and strategic negotiation skills. Ability to prioritize accounts and collaborate effectively across cross-functional teams.

Ability and willingness to travel to customer locations as required.

Compensation for the role will be commensurate with experience. The total expected compensation range will be between $185000 and $220000, representing the base salary (or annualized salary based on estimated hourly compensation) and target bonus.