Job Opportunity: Customer Success Manager
The Customer Success department is a vital part of our organization, focused on developing and executing a local strategy and service product portfolio that ensures ongoing after-sales services and support throughout the product lifecycle.
Working closely with the Regional Director, Customer Success Director (Global), and local Sales Manager, you will be responsible for developing and implementing a local strategy and services product portfolio in close cooperation with the Global Customer Success Department.
This role will also involve building an organization capable of delivering support services, product repair, and after-sales technical support to our customers in the region. You will challenge existing processes and look for optimization opportunities.
Additionally, you will drive service revenues through engineering support, service level agreements, periodic maintenance, and emergency support.
Key Responsibilities:
1. Develop and implement a local CS strategy consistent with our global model, promoting recurring business via a professional approach to our customers.
2. Scale the local CS organization to meet business needs.
3. Manage the CS Department budget.
4. Build, lead, and manage a local CS team in line with our business requirements.
5. Work with our Project Delivery team to ensure CS projects are delivered on time and meet targets.
6. Collaborate with our Engineering Manager and his team to deliver product training for internal and external stakeholders.
7. Contribute to the Global CS team to ensure the e-learning platform is applicable for our region.
8. Build and maintain a local service partner network when necessary.
9. Drive service revenue through engineering support, service level agreements, periodic maintenance, and emergency support.
10. Monitor customer feedback and implement improvements to enhance customer satisfaction.
11. Assume responsibility for Warranty and RMA process.
12. Collaborate with sales and marketing teams to align our local and global customer success strategies with our defined business goals.
* Strong commercial understanding.
* Strong communication skills.
* Strong organizational skills.
* Ability to develop and maintain strong relationships.
* Entrepreneurial, independent, and good collaboration skills.
* Analytical and focused on agreed targets.
* Critical thinking and problem-solving.
* Masters or Bachelor's degree in Business or Engineering preferred.
* Minimum 3 years of relevant work experience with managing or executing technical support.
* Experience with building a department is a great advantage.
* Experience related to Battery Energy Storage Systems (BESS) is a great advantage.