What are the responsibilities and job description for the Customer Success Manager (CSM) position at AODocs?
About AODocs
AODocs is a software company created in 2012 that makes a Content Services SaaS platform. It is included by Gartner (in its Magic Quadrant) and Forrester (in its Wave) as one of the top and most innovative players in the content services space, in a market populated by legacy on-premises competitors like IBM FileNet, Documentum, and OpenText that are approaching end of life. Many customers of these legacy products are looking to replace them with a modern SaaS solution like AODocs.
Our product is used by large organizations such as Google, Veolia or Colgate to control their critical documents, protecting them against costly human errors while accelerating key business processes. Our client’s main use cases are document control for large engineering projects, standard operating procedures, quality management, consulting and audit reports, and more generally, all business processes involving important documents in professional services, healthcare, HR, procurement, legal, and more.
The generative AI wave represents an important opportunity for AODocs, as more and more companies realize that AI assistants cannot work on messy information. AODocs' ability to control documents and their versions, can be used to ensure AI assistants only work on the right, validated content, thus allowing AODocs to benefit from the AI market traction.
Our team of 130 is composed of highly motivated and competent people. We believe that good ideas can come from anyone, regardless of their formal job role.
Why join us
Our strategy is to focus on business critical use cases for the large enterprise. Our top 12 customers represent 12 million of yearly recurring revenue, out of a total of 21 million. Our global list of customers is about 500 organizations, many of which being large accounts where our product's usage can be grown. Our ambition is to grow this top list to at least 100 customers bringing 100 million of yearly recurring revenue in 5 to 10 years. Here are some examples of what these customers are doing with AODocs:
- Google controls the design and operation documents of its data centers, accelerating new construction projects by weeks, and avoiding costly human errors, saving millions of dollars each year. View their testimonial here.
- Veolia Water Technologies uses AODocs in a similar manner in their water treatment plants construction projects. Thanks to our document control capabilities, Veolia reduces the risk of mistakes in these large (> 100M dollars) projects, improves their profitability, and protects itself against future litigation.
Our Customer Success Managers are an essential part of our growth strategy.
Each strategic account is managed like a dedicated project, with clear yearly objectives, a success roadmap, and an expansion strategy to grow AODocs’ footprint. The CSM oversees the adoption, value realization, and long-term satisfaction of our customers, working closely with deployment and support teams. Our customers are global organizations with complex structures, including multiple business units and subsidiaries — each representing an opportunity to drive impact and deepen engagement.
What will you do?
Your primary missions will be:
- To understand the customer's business and priorities, and identify opportunities to address these challenges with our product.
- To build a trust relationship with the customer's key stakeholders
- To educate the customer about our product, update them about new features, and help them understand how to best leverage them
- To address the customer's issues, working with our technical support team for a prompt resolution
- To identify expansion opportunities into new lines of business or subsidiaries, and find the right points of contact to get there
- To convert these expansion opportunities into new sales revenue
- To relay your customer's needs to the product team, providing their input to our product's roadmap
You
What kind of experience are we looking for?
- 7 years of experience in professional services, customer success or account management with enterprise software.
- Previous experience in a technical consulting role, ideally within professional services or software implementation
- Industry experience in manufacturing, energy, healthcare or financial services is a plus
- Ability to travel in the US and abroad (once a month)
- Excellent communication, organizational, and customer service skills
- Proven ability to collaborate and problem-solve
- Strong analytical skills
- Self-starter and highly motivated
- Located in Atlanta, GA
Compensation and Benefits
- Competitive base salary
- Full benefits package
- Career growth & development with a rapidly growing company