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Customer Success Manager
3 months ago
Goose is a leading provider of automation and digitalization solutions for the dairy and beverage industry. We specialize in upgrading and modernizing existing plants and providing complete automation solutions for greenfield projects. As an authorized system integrator of Siemens, we are dedicated to driving digital transformation in the industrial sector.
Role Overview:
The Customer Success Manager (CSM) will play a pivotal role in understanding the automation and digital transformation needs of our clients, ensuring that their expectations are not only met but exceeded. The CSM will act as a bridge between Goose and its customers, ensuring seamless project execution, customer engagement, feedback collection, and continual customer satisfaction throughout the product lifecycle. The ideal candidate will possess deep knowledge of industrial automation, including PLC, SCADA, and digitalization solutions, paired with strong customer relationship management skills.
Key Responsibilities:
Customer Engagement & Relationship Management:
- Develop and maintain strong relationships with key clients, ensuring clear and consistent communication.
- Proactively engage with customers to understand their needs, automation challenges, and expectations for digitalization.
- Serve as the primary point of contact for customers, ensuring smooth project execution and timely updates.
Project Success Management:
- Manage customer expectations throughout the lifecycle of automation and digital transformation projects.
- Monitor and track project milestones, ensuring alignment with customer goals and timely delivery of solutions.
- Collaborate with internal teams (engineering, sales, project management) to ensure customer feedback is incorporated into project execution.
Customer Experience & Satisfaction:
- Measure and improve customer satisfaction by gathering feedback and addressing any concerns related to project performance and product quality.
- Ensure the success of our offered solutions by continually checking in with clients post-deployment and offering additional support where necessary.
- Implement customer success strategies to enhance long-term client retention.
Automation and Digitalization Expertise:
- Leverage your knowledge of industrial automation (PLC, SCADA) and digital transformation technologies to provide insights and recommendations that meet customer needs.
- Help clients understand the benefits of Goose’s automation solutions and how digitalization can improve their plant efficiency and productivity.
Continuous Improvement:
- Collect and analyze customer feedback to help improve Goose’s automation solutions and services.
- Stay updated with the latest trends in automation, digitalization, and industrial technology to better serve customer needs.
Required Skills and Qualifications:
Technical Expertise:
- Strong knowledge of industrial automation systems, including PLC, SCADA, and digital transformation technologies.
- Ability to understand complex automation needs and translate them into actionable solutions for customers.
Customer Relationship & Engagement:
- Proven experience in managing and engaging with customers in a technical or industrial domain.
- Excellent relationship-building and interpersonal skills with a customer-centric mindset.
Project Success & Management:
- Experience managing customer expectations and ensuring project success, ideally in an automation or digital transformation context.
- Ability to manage multiple projects and clients simultaneously while keeping a focus on client satisfaction and feedback.
Communication & Problem-Solving:
- Strong communication skills, both verbal and written, to effectively communicate technical concepts to customers and internal teams.
- Exceptional problem-solving skills with the ability to address client concerns and deliver value-based solutions.
Education & Experience:
- Bachelor’s degree in Electrical Engineering, Automation, Instrumentation, or a related field.
- 3-5 years of experience in customer success, project management, or sales in the industrial automation or digital transformation industry.
Preferred Skills:
- Experience in working with Siemens automation solutions is a plus.
- Understanding of the dairy and beverage industry processes is an added advantage.
Why Join Goose?
- Be a part of a fast-growing automation company leading the charge in industrial digital transformation.
- Opportunity to work with cutting-edge technology in the automation industry.
- A dynamic work environment with a focus on innovation, customer satisfaction, and personal growth.
