Job Description Summary
The Customer Success Manager will be responsible for managing and developing strong relationships with our existing contractual customers, while generating controls aftermarket services growth in the existing contractual customer base. The Customer Success Manager will be primary point of contact ensuring that our products and services are providing value in those customers achieving their business goals, while driving growth in the contractual base with our existing and next generation of Controls Lifecare Service (CLS) service agreements.
Job Description
Roles and Responsibilities
Drive overall post-sales relationship with assigned contracts, including training, professional services, technical support, renewals, expansion, and advocacy.
Own and manage contract setup, delivery, and financials (Revenue & CM).
Develop specialized knowledge in the discipline, serving as a best practice/quality resource and contributing to strategy and policy development.
Build and maintain proactive long-term relationships with customers, focusing on customer success metrics like renewal rate and NPS.
Execute a comprehensive engagement and communications strategy to maintain high customer satisfaction and gather constant feedback.
Act as the first point of contact for all contract and customer-related issues.
Develop and maintain technical knowledge to educate customers on the value of products and services, driving CLS upsell opportunities.
Own and achieve orders operational plans, commercial strategy (Inquiry to Order - order close), and proposal development for aftermarket services.
Provide continuous insight and relay the voice of the customer to internal teams, including Sales, Product Line, Technical Support, and Engineering.
Collect all customer site data, go for site health checks and revert back to customers with recommendations for a better site operations.
Required Qualifications
Master's degree from an accredited university or college (or a high school diploma / GED) or equivalent knowledge or experience.
Significant experience in industrial controls/ Mechanical.
Strong' experience with GE Controls Products, Mark VIe control system in commercial, services, engineering and/or project management.
50% travel required mainly within Europe.
Desired Characteristics
Significant experience in the OT Cyber Security industry, in Mark VIe field engineering or OTR engineering.
High proficiency with computer tools (MS Office suite).
Strong oral and written communication skills.
Strong interpersonal and leadership skills.
Demonstrated ability to analyze and resolve problems.
Demonstrated ability to lead programs/projects.
Ability to document, plan, market, and execute programs.
Additional Information
Relocation Assistance Provided: No
#LI-Remote - This is a remote position
