Engagement Manager - SymphonyAI

About SymphonyAI Industrial

SymphonyAI Industrial is an innovator in industrial insight, accelerating autonomous plant operations. The industry-leading EurekaAI/IoT platform and industrial optimization solutions connect tens of thousands of assets and workflows in manufacturing plants globally and process billions of data points daily, pushing new plateaus in operational intelligence.

• Digital Manufacturing solutions connect devices, processes, people, and systems enabling harmonizing plant automation and control.
• Plant Performance applications span asset predictive maintenance and process health and optimization, maintaining high availability of equipment, extending the life of capital assets, and reducing process variability.
• Connected Frontline Worker solutions mobilize people and enable them to handle even their most complex processes away from their desks with human-driven procedure and instruction support, using a combination of glasses, smart phones, tablets, and PCs.

SymphonyAI Industrial solutions provide high value to its users by driving variability out of processes and optimizing operations for throughput, yield, energy efficiency, and sustainability.

SymphonyAI Industrial is seeking an Engagement Manager will serve as the single point of contact/key interface to our customers. The Engagement Manager will act as their trusted advisor, internal champion, project delivery manager, escalation contact, and voice to the organization for product enhancement requests. This is a fully remote position with some occasional travel. 

Essential Functions
• Partner with Account and Savigent Customer Success and Service’s executives to manage and grow the relationship with assigned accounts.
• Attain the role of trusted advisor, maintain retention status, execute license penetration, and cultivate expansion of the use of our technology. Contribute to and develop longer-term account growth and solution strategy roadmaps.
• Engage with customers at all levels and functions to ensure a solid understanding of the customer’s environment and short and long-term business goals.
• Identify expansion opportunities, cross-sell/up-sell, and provide strategic recommendations to drive customer success, deliver product value, and build loyalty; Ensure renewals and upgrades.
• Work with client to detail requirements and partner with Savigent Solution Architects and development teams to define solutions and scope work.
• Leads and delivers projects and Initiatives that impact and help achieve successful deployment of our software
• Oversee SOW creation, risk mitigation, and project delivery of sold work. Manage customer expectations, collaboration, and alignment to project plans, deliverables, and expected timeline.
• Ensure Implementation plans and projects are effectively managed, milestones are achieved and execute high customer satisfaction
• Collaborate with internal SME’s and integration partners to identify new opportunities that support the expansion of the use of the technology and incremental services growth.
• Conduct regular business review meetings, provide project and customer updates. Document work activities and customer interactions through account planning. Provide revenue and services forecast.
• Provide ad-hoc troubleshooting, project delivery needs, identification of training needs, and other services. Support activities as required, such as billing resolution, etc.
• Obtain, evaluate, and communicate customer feedback and serve as a customer advocate to improve product and services and to resolve issues.

Minimum Requirements
• Bachelor’s degree required, MBA or master’s degree a plus.
• 10+ years overall experience with 3+ years’ experience working in account management or business development in the manufacturing sector; preferably software sales and licensing.
• Professional Services background and proven project /program management skills
• High level of knowledge of manufacturing technology and trends.
• Track record of building relationships and quickly developing trust with all levels of an organization – operations, IT and C-suite.
• Proven client support with a solid understanding of the customer’s business and technical environment and business goals.
• Ability to understand and translate customer requirements.
• Strong account and/or territory management skills, with project management experience.
• Critical thinking, analysis, troubleshooting and problem-solving expertise and consultative skills.
• Proven track record of consistently exceeding expectations and meeting business development goals.
• Highly motivated, results-oriented with strong skills in presenting, communicating, organizing, multi-tasking and time management.
• Proficient with Microsoft Office Suite and CRM.
• Knowledge of Smart Manufacturing, IIOT technologies, Manufacturing systems, lean manufacturing, large, complex, multi-national organizations such as 3M, Cargill, Seagate, TDK and other Fortune 500 Accounts a plus.
• Ability to travel

Competencies

• Action Oriented - Actively seeks information rather than waiting for it. Knows what decisions he or she can make if immediate approval or check-in is not readily available. Makes choices quickly when called upon to do so and acts decisively to implement solutions and resolve crises. Works with Manager to understand, set, and achieves critical yet challenging goals; Demonstrates persistence and overcomes obstacles; Takes appropriate risks to accomplish goals. Seizes the opportunity!

• Building Relationships - Exemplifies togetherness and actively works to bring cohesive and cooperative efforts to all he or she does; appreciates and supports selflessness; collaborates openly and proactively; communicates effectively, listens intently and responds appropriately; Approachable and builds solid relationships; Trustworthy - true to his or her word.
• Business development – helps develop the long-term value of the customer through the identification of new revenue growth opportunities. Partnering with internal Executive and Sales support eco-system to secure the opportunities.

• Customer Focus - Understands that customers are all around us, both inside and outside the organization. Acts with customers in mind; Responds promptly to customer requests and needs; Solicits customer feedback and uses it/shares feedback for improvements; Responds immediately to requests for service and assistance; Meets commitments; Is a trusted resource. Works to ensure that actions and activities are focused on customers satisfaction. Manages difficult or emotional customer situations and resolves appropriately and timely.

• Planning - Organizes tasks and projects in order of priority and accurately scopes requirements and resource needs to meet stated goals and objectives. Develops realistic action plans and provides clear feedback to manager/team-members; Meets schedules and timelines, adjusting for roadblocks and problems; Uses time and resources effectively and efficiently.

• Problem Solving - fully understand what the critical components of the problem is and identifies a plan to resolve the issues promptly. Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics. Can see beyond the obvious and doesn't always stop at the first answer knowing that probing may result in even better outcomes.

• Project Management - Develops SOW's with supporting project plans with deliverables and timelines. Oversees and coordinates project activities and management of project delivery. Communicates changes and progress and manages scope changes with change orders; Completes projects on time and within budget; Manages and drives to the end goal successfully.

• Strategic Thinking - Utilizes knowledge of industry and market trends to develop long-term strategies based on the company's vision and mission. Create account plans, modify and course correct based on changing conditions; Understands organization's strengths & weaknesses. Analyzes market and competition and identifies threats and opportunities to the achievement of the company goals and objectives.

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 20 countries.

#LI-KO1  #LI-Remote