Customer Success Manager

Description:

We are seeking an experienced and dedicated Customer Success Manager to join our team, focusing on delivering value to our customer using our AI-based vibration analysis solution. The ideal candidate will be passionate about helping customers achieve success through technology and have a strong background in both customer relationship management and technical expertise in manufacturing IOT solutions. Experience with AI-driven vibration analysis would be an asset for this role.

Responsibilities:

Customer Onboarding: Lead the onboarding process for new customers in your region/vertical, ensuring they are set up for success with our AI vibration analysis solution. Provide training and guidance on a milestone basis and proactively throughout our relationship from installation to quarterly business reviews, to expansion strategy.

Account Management: Build and maintain strong relationships with our manufacturers, understanding their unique needs, challenges, and goals within their industry and machinery.

Monitoring and Analysis: Proactively monitor customer accounts, analyzing alerts from vibration data, and usage data. Collaborate with customers to prove ROI on the solution and resolve problems swiftly.

Product Feedback: Work collaboratively with our customers to take feedback on product and services and incorporate it into our Product Roadmap, then provide regular updates to the customer on our priorities for upcoming quarters. Serve as the voice of the customer within the company.

Education and Training: Develop and deliver persona/workflow based training sessions and resources to educate customers on how to use our platform most effectively. Keep customers informed about new features/functionality and best practices.

Success Planning: Collaborate with customers to establish success plans with clear objectives/goals and key performance indicators (KPIs) to measure success. Monitor progress and lead customers in how to utilize our technology to achieve their goals.

Renewals and Upselling: Ensure customer satisfaction and retention. Manage subscription renewals and identify opportunities for upselling additional features or services.

Issue Resolution: Serve as the primary point of contact for customers facing technical challenges or issues. Coordinate with our technical support and engineering teams to resolve problems promptly.

Customer Advocacy: Identify satisfied customers who may be willing to participate in reference activities, case studies, or testimonials to support our marketing efforts.

Customer Satisfaction: Maintain NPS and CSAT goals for your book of business.

Travel: Travel to customer sites for relevant activities and meetings primarily in North America. Travel frequency for this role is estimated at less than 25%.

Required Skills and Knowledge:

• Good understanding of operating principles of various types of rotating equipment types including motors, pumps, fans, gearboxes etc
• Understand the basic principles of root cause analysis to troubleshoot issues
• Understand the importance of predictive maintenance in manufacturing
• Proficiency at managing accounts in a CRM tool
• Effectively communicate with diverse stakeholders
• Demonstrable ability to present ideas, products and concepts to groups and tailor the message to the persona attending
• Understands project execution with technology implementation
• Proficient at analyzing data to drive business value and communicate ROI
• Previous exposure to working with Industrial/Manufacturing customers