Your roleThe Customer Success Manager, Proactive Services plays a key role in supporting customers' innovation and transformation journeys by ensuring they realize maximum value from our Hardware Maintenance portfolio (ToolCover). This role leverages industry expertise and analytical insight to proactively manage customer relationships, drive adoption, and deliver measurable outcomes.
As a strategic partner, you will help foster long-term relationships, identify growth opportunities, and elevate the overall customer experience. You will also have the autonomy to shape how key priorities are achieved, including accelerating adoption of maintenance agreements, demonstrating the value and ROI of ToolCover solutions, strengthening collaboration across internal teams, and expanding the role of Hardware Maintenance as a key revenue stream.
Key responsibilities include:- Driving customer outcomes by ensuring customers maximize value and achieve their goals.
- Building strong, trust-based relationships that promote loyalty and advocacy.
- Proactively identifying risks and providing solutions before issues escalate.
- Leading onboarding and implementation of ToolCover solutions, serving as the primary contact during launch.
- Conducting regular check-ins and business reviews to optimize performance and value.
- Reducing customer churn by improving satisfaction and demonstrating ongoing value.
- Identifying upsell and cross-sell opportunities to support growth.
- Analyzing equipment usage data to uncover trends, measure success, and inform decisions.
- Supporting internal teams (MVI, GIN) through training, materials, and customer engagement to drive Proactive Services adoption.
- Championing value-based selling by clearly articulating solutions, benefits, and ROI.
- Providing feedback to enhance the solutions portfolio.
- Building collaborative relationships across SCE BL and ACTA teams to drive shared success.
- Establishing and sharing KPIs to demonstrate the impact of Proactive Services.
Reporting to the Vice President of Strategic Initiatives, this role is critical in strengthening Atlas Copco's Proactive Services position and deepening customer engagement.
To succeed, you will need- Education: Bachelor's degree in Business, Engineering, IT/Computer Science, Communications, or related field.
- Sales experience: Relevant sales experience (e.g. territory growth, account management or business development) with consistent KPI's preferred.
- Technical aptitude: Strong technical understanding required to engage with customers effectively.
- Travel-ready: Willingness to travel up to 50% within the assigned region, including both domestic and international trips to support sales meetings, client engagement, and business forecasting activities; overnight travel may also be required based on business needs.
- Presentation skills: Strong communication skills with experience in product demonstrations a plus.
- Proven track record: Experience selling software solutions to a wide variety of customers.
- Computer skills: Maintain expert status in MS Office programs (Word, Excel, Teams, and PowerPoint).
In return, we offer- At Atlas Copco, we know that work is more than just a job. Here's what we offer to keep you happy, healthy, and inspired:
- Professional Development: Opportunities for growth, training, and career advancement.
- Comprehensive Benefits: Medical, Dental, Vision, Disability, Life, and more.
- Financial Security: 401(k) with a baseline company contribution and matching opportunities starting at 6%, increasing further with tenure.
- Work-Life Balance: Generous paid time off, a comprehensive holiday package, and flexible scheduling options where available to support your well-being.
- Family Support: Paid Maternity & Parental Leave.
- Wellness Perks: Gym, Education, and Health Reimbursements.
- Rewarding Culture: An inclusive environment that celebrates innovation, teamwork, and diversity.
