Role OverviewThe Customer Success Engineer is responsible for:
- Customer Management: Manage a diverse portfolio of customers, guiding them to fully leverage the digitalization potential of the Monitizer suite. Act as a trusted advisor, ensuring post-implementation adoption and user satisfaction through proactive engagement.
- Technical Understanding: Analyze and understand customers' technical, process, and business challenges to create detailed project specifications, including network architectures, data connections, and deployment plans. Serve as a liaison between customers and internal teams to ensure alignment on solution requirements and outcomes.
- Solution Implementation: Define and implement customer solutions, including process data mapping, validation, user onboarding, training, and identifying opportunities for continuous improvement.
- Collaboration: Work closely with customers to gather requirements and collaborate with the IOT team to transform raw data into valuable insights.
- Customer Engagement: Engage with customers to ensure positive outcomes, post-sales value realization, and identify upsell opportunities.
- Technical Expertise: Provide technical expertise and training through seminars, sales meetings, and other educational initiatives.
- Primary Contact: Serve as the primary day-to-day contact for customers, ensuring timely and high-quality project delivery in collaboration with project management and product or LOB experts.
- Support: Offer first-level support to all customers, ensuring digital products function effectively and customers fully realize the platform's benefits.
- Feedback Loop: Continuously gather customer feedback and share insights with the product development team to drive platform improvements.
- Onboarding and Integration: Lead the onboarding process for new customers, especially those involving third-party equipment or specific solutions like PRESCRIBE, and collaborate with Norican LOB engineering and project management teams to address technical issues and questions.
Qualifications & Experience- A degree in Engineering (electrical/industrial/foundry technology) or similar education
- Work experience as a service, production or process engineer, ideally in the equipment or foundry industry
- Proactive with outstanding problem-solving skills
- Proven customer management skills
- Experience of working with Linux
- Knowledge of programming languages is a plus, such as cloud services, computer networks, IoT protocols such as MQTT, OPC -UA, software version management or software deployment
- Fast learner that can quickly grasp technological and business value drivers
- Strong communication and interpersonal skills with the ability to articulate technical concepts or recommendations clearly to customers (across levels)
- High level of social competence and team spirit, ideally with past international exposure
- Self-driven and highly motivated hands-on mentality
- Passion for driving business value to customers through new digital technologies
- Good written and verbal English skills
- Willingness to travel
