We build. We create impact.
As a Customer Success Manager at VusionGroup, you will be the strategic owner of the customer relationship, driving value realization, service excellence, and long-term partnership.
Your mission is to ensure our clients achieve their desired outcomes while positioning VusionGroup as a trusted advisor and key service partner.
- Relationship Ownership & Account Leadership
- Develop and maintain strong, trust-based relationships with key stakeholders, positioning Vusion as a strategic partner.
- Lead the execution of account plans in collaboration with Sales and Key Account Managers (KAMs).
- Service Performance & Governance
- Monitor service commitments across support, maintenance, and asset management, ensuring contractual obligations are met.
- Coordinate cross-functional teams (Support, Sales, Project Managers, Experts) to deliver high-quality service.
- Lead client touchpoints and executive reviews (EBRs), focusing on outcomes, performance, and continuous improvement.
- Strategic Service Management
- Define, implement, and evolve SLA frameworks in collaboration with internal and client stakeholders.
- Manage service contract budgets, ensuring financial alignment and transparency.
- Proactively identify and manage events impacting service delivery throughout the contract lifecycle.
- Value Realization & Expansion
- Shape success plans and strategic roadmaps aligned with customer objectives and business outcomes.
- Propose and present service evolutions and improvement plans, including cost modeling and ROI storytelling.
- Collaborate with Sales on upsells and renewal strategies, influencing budget decisions and long-term planning.
- Customer Engagement & Advocacy
- Map and engage stakeholders across the customer organization, driving multi-threaded relationships.
- Evangelize Vusion鈥檚 product capabilities through story-led demos and feature showcases.
- Capture customer success stories and references to fuel marketing and pipeline impact.
- Lifecycle Management
- Drive structured onboarding experiences with repeatable playbooks and consistent time-to-value.
- Institutionalize health monitoring practices, leveraging telemetry and predictive risk models.
- Lead offboarding processes with closed-loop feedback programs to reduce future churn and mentor retention strategies.