Customer Success Project/Program Manager

Overview

Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our powerful, award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. Diversity, equity & inclusion are integral parts of our culture and drivers of innovation at Keysight. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

As a Customer Success Manager (CSM), you will play a crucial role in ensuring our customers achieve success with our products or services. You will be the primary point of contact for our customers, responsible for building strong relationships, understanding their needs, and guiding them towards maximizing the value they receive from our offerings. Your focus will be on proactive engagement, support, and advocacy, with the ultimate goal of driving customer satisfaction, retention, and growth.

Responsibilities

• Customer Relationship Management: Develop and maintain strong, trust-based relationships with key stakeholders within customer organizations.
• Onboarding and Adoption: Lead the onboarding process for new customers, ensuring they have a smooth transition and understand how to effectively use our products or services to achieve their goals.
• Product Education and Training: Provide comprehensive training and support resources to customers, enabling them to leverage our offerings to their full potential.
• Customer Advocacy: Serve as the voice of the customer within our organization, advocating for their needs, requirements, and feedback to relevant teams.
• Retention and Expansion: Proactively monitor customer health metrics and intervene as needed to address any issues or concerns, with the aim of driving customer retention and identifying opportunities for upselling or cross-selling.
• Customer Feedback and Insights: Gather, analyze, and report on customer feedback and usage data to inform product development, marketing strategies, and overall customer success initiatives.
• Renewals and Contract Negotiations: Work closely with the sales team to ensure successful renewals, as well as to identify opportunities for contract expansion or additional sales.
• Customer Success Planning: Develop and execute tailored success plans for each customer, outlining key milestones, objectives, and strategies for achieving success.
• Escalation Management: Serve as the point of contact for resolving escalated customer issues, working closely with internal teams to ensure timely resolution.
• Continuous Improvement: Stay informed about industry trends, best practices, and competitor offerings to continuously enhance our customer success processes and strategies.
• Conduct Business Reviews: hold regular review meetings with key customer stakeholders

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven experience in a customer-facing role, preferably in customer success, account management, or sales.
• Strong communication, interpersonal, and negotiation skills, with the ability to build rapport and trust with diverse stakeholders.
• Excellent problem-solving and analytical abilities, with a keen attention to detail.
• Proficiency in Microsoft Office tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Passion for customer success and a genuine desire to help customers achieve their goals
• Nice to have: Experience in test equipment, calibration and repair industry. Experience in electronics manufacturing or relatable industries will also be a plus