We're looking for a driven and customer-focused individual to join us as a Customer Success Manager. Your role will revolve around ensuring the success and satisfaction of our industrial customers by driving adoption, delivering value, and nurturing long-term relationships. As a trusted advisor, you'll collaborate closely with customers to understand their unique challenges and objectives, providing strategic guidance and advocating for their needs within our organization, all while helping them derive maximum value from their ei3 product.
In this position, you'll be responsible for offering both new and existing customers a high-touch experience, encompassing onboarding, training, and ongoing improvement of their experience. This role reports directly to the CEO.
What you'll do
Make an outstanding first impression and change the velocity of the company's response to new orders, in line with current industry standards.
Drive the creation, execution, and oversight of a premier onboarding program for new customers, guaranteeing seamless integration and successful adoption of our IIoT solutions through cross-functional collaboration. Engage closely with key customer contacts throughout the onboarding phase to ensure a smooth adoption process.
Adopt a customer-centric mindset and anticipate the documentation, points of contact, and processes required for customers to swiftly adopt our products.
Proactively reach out to customers to understand their goals, challenges, and usage patterns. Offer proactive guidance and best practices to help them optimize their use of our platform and achieve their desired outcomes.
Create and implement tailored success plans for individual customers, defining milestones, metrics, and action items to drive adoption and attain desired outcomes.
Serve as a trusted advisor to customers, offering strategic guidance on best practices, industry trends, and innovative use cases to optimize the effectiveness of our IIoT solutions.
Champion customer needs and feedback internally, collaborating with product management, development, and the customer support teams to prioritize enhancements, address issues, and promote ongoing improvement.
Solicit feedback from customers through surveys, interviews, and regular check-ins. Compile and analyze feedback to identify trends, pain points, and areas for improvement. Generate regular reports on customer success metrics, including satisfaction scores, time to adoption, usage data, and churn/renewal rates.
Manage scheduling and lead enterprise customer implementations.
Develop and deliver regular communication and training materials for customers throughout and following implementations.
Monitor customer health and engagement metrics to identify opportunities for renewals, upsells, and cross-sells. Collaborate with the sales team to drive expansion opportunities and ensure customer retention.
Champion our ei3 values to achieve excellence by innovating relentlessly, putting people first, acting with integrity, and growing together
About you
Bachelor's degree in Business Administration, Marketing, Communications or a related field.
2-5 years of proven experience in a customer-facing role, preferably in customer success, account management, or sales ideally within the industrial IoT, B2B SaaS or technology sector.
Customer-centric mindset, with a passion for driving customer success and a relentless focus on exceeding customer expectations.
You are an organizer and implementer, decisive and results-oriented. You excel at setting up systems and processes to drive outcomes and make things happen. You thrive in deadline-driven environments and are comfortable exerting pressure when necessary.
Strong understanding of SaaS business models and the ability to articulate technical concepts to non-technical audiences.
A basic understanding of industrial processes, equipment, and operations.
Demonstrated history of creating and implementing effective onboarding and training initiatives.
Exceptional communication, presentation and interpersonal skills, with the ability to build rapport and trust with customers at all levels of an organization.
Strong analytical and problem-solving skills, with the ability to leverage data and insights to drive informed decisions and strategies.
Experience working with cross-functional teams, collaborating effectively to achieve common goals and deliver exceptional customer experiences.
Familiarity with customer success tools and platforms (e.g., CRM software, customer engagement tools) is a plus.
About ei3
ei3 has been at the forefront of pioneering IIoT apps and AI-driven solutions, establishing itself as a trusted leader in the industrial manufacturing sector since 1999. We partner with both machine builders and manufacturers, equipping them with tools to supercharge efficiency, promote sustainability, and unlock substantial cost savings for their operations. Our impact extends across key industry sectors, including Printing, Plastics, Packaging, and Commercial Real-Estate. With headquarters in New York, we span the globe with strategic offices in Bangalore, Montreal, Tokyo, and Zurich. For a deeper dive into our transformative solutions and their tangible benefits, we invite you to explore www.ei3.com.
We offer competitive compensation packages and benefit offerings.