What is the role about? The Service Value & Success Manager is responsible for driving measurable customer value through high-touch Success Journeys (primary KPI for measuring realized customer value via Salesforce CRM) by partnering with customers to understand their operational goals, orchestrating value-focused engagements, and ensuring outcomes are tracked, realized, and expanded over the customer lifecycle. This role enables Endress+Hauser to close consumption gaps, increase service adoption, and directly influence pipeline growth, forecasting accuracy, and long-term customer loyalty through value optimization practices.
Which tasks will you perform? - Partner with customers to understand business objectives and identify opportunities for measurable value realization.
- Serve as a trusted advisor to customers-facilitating discovery workshops, value reviews, and success planning-while internally aligning teams through Salesforce-based value documentation, opportunity tracking, and lifecycle forecasting
- Partner with internal stakeholders, representative partners, and authorized service providers to ensure seamless handoff for project execution to ongoing value realization
- Lead discovery workshops and value-focused engagements (e.g., Netilion adoption, maintenance optimization, calibration maturity, workforce enablement)
- Actively seeks to understand customer needs and problems, initiating solutions based on this understanding, and implementing feedback to enhance the overall experience and prevent future issues
- Establish customer-aligned dashboards and KPI frameworks to support monthly, quarterly, and annual value reviews
- Ensure disciplined Salesforce documentation of Success Journeys, value activities, outcomes, and influenced opportunities
- Enable seamless handoff from Field Project Managers to ongoing value realization and lifecycle success
What do we expect from you? You will have (required):
- Bachelor's degree in engineering, business, or related technical/commercial discipline
- 5+ years of experience in service, customer success, consulting, or sales enablement, preferably within industrial, automation, or process industries
- Travel up to 40%, primarily based within the United States with some infrequent international travel
You may have (preferred):
- Master's degree (MBA or similar) or equivalent business experience
- 7+ years of experience in customer-facing advisory, service portfolio, or value-realization roles.
- Preferred travel flexibility aligned to customer lifecycle needs
- Experience facilitating customer workshops, discovery sessions, and executive value reviews
- Ability to translate technical capabilities into measurable customer and financial value
- Ability to work and make informed decisions independently and on own initiative
- Builds and maintains strong, trustworthy business relationships, leveraging long-term partnerships to achieve collective success
- Exceptional leadership skills with a proven ability to inspire and influence teams, build trust and credibility, and effectively coach and guide individuals without relying on formal authority
- Ability to provide valuable input and feedback, offer recommendations and ideas tailored to meet specific business needs
- Leverages data analytics to develop insights and drive strategic decision-making, optimizing organizational processes and initiatives
What can you expect from us? - Family-owned, friendly, and highly committed company
- Tuition reimbursement and a wide range of development opportunities
- Comprehensive benefits package which includes medical, dental and vision
- Competitive compensation and bonus opportunities
- Generous paid time off
- Life insurance and 401(k) savings with company match
- Full-service café, fitness center, and health clinic (in Greenwood, IN)
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