5-7 years in customer success, account management, or related roles in industrial automation.
Familiarity with Emerson systems and solutions, such as DeltaV, preferred.
Strong interpersonal and communication skills for relationship building.
Ability to manage multiple accounts and prioritize effectively.
Proficient in CRM tools and customer success platforms, specifically SalesForce.
Responsibilities
Serve as the primary contact for customers, fostering trusted relationships.
Engage proactively to understand customer needs and promote solution adoption.
Identify growth opportunities in collaboration with the sales team.
Support contract renewals and business expansion through performance reporting.
Guide customers in adopting products with the support of integration teams.
Monitor customer health metrics to preemptively resolve issues.
Provide internal feedback on customer needs and industry trends.
Benefits
Opportunities for professional development and training.
A supportive team environment focusing on continuous improvement.
Possibility to influence product and service enhancements through customer feedback.
Full Job Description
Duties and Responsibilities:
Serve as the primary point of contact for assigned customers, building trusted relationships to ensure long-term satisfaction and retention.
Establish and maintain trusted, long-term customer relationships
Understand customer goals, challenges, and success criteria
Proactively engage with customers to understand their needs, promote adoption of Emerson systems and solutions, and identify opportunities for incremental services. Deliver Growth & Expansion:
Identify opportunities for account growth (upsell/cross-sell) in partnership with Sales
Support contract renewals and expansion initiatives
Demonstrate value through business reviews and performance reporting
Collaborate with Systems Integration teams to guide customers through the adoption and renewal of supported products and services, facilitating training and product updates.
Monitor customer health metrics, including system performance and service delivery, to identify and address potential issues before they escalate.
Provide feedback to internal teams on customer needs, market trends, and business development opportunities.
Develop and deliver customer lifecycle plans to drive value realization and ensure alignment with customer objectives. Drive customer value and retention by:
Monitoring customer health, usage, and engagement metrics
Proactively identify risks and opportunities to improve retention
Develop and execute success plans aligned with customer objectives
Act as a customer advocate within the organization, escalating issues to the appropriate teams when necessary and ensuring timely resolution to maintain positive customer engagement.
Support internal training and process improvement initiatives to enhance the customer experience across the Systems Business Unit.
Reporting & Continuous Improvement
Track and report on key customer success metrics
Maintain accurate records in CRM and customer success platforms
Continuously refine customer success processes and playbooks
Key Performance Indicators (KPIs):
Customer retention
Customer satisfaction
Product adoption and usage of metrics
Renewal and expansion revenue
Time-to-value and onboarding success
QUALIFICATIONS:
Education/Knowledge/Personal Skills
5-7 years of experience in customer success, account management, or a related customer-facing role, preferably in industrial automation or systems integration.
Knowledge of Emerson systems and solutions (e.g., DeltaV, or other automation platforms) is highly preferred.
Exceptional interpersonal and communication to maintain strong customer relationships.
Balance multiple accounts and priorities while meeting deadlines.
Proficiency with CRM tools and customer success platforms (SalesForce).
