Customer Success Manager

Grundfos CBS, Inc. is seeking an experienced Customer Success Manager to join its Water Utility division. The Customer Success Manager will be responsible for establishing long-term strategic relationships with water utility customers that subscribe digital analytical solutions. Manage key implementation activities with new customers from contract signing on, along with expansion projects (up/cross-selling) for existing customers. The Customer Success Manager will collaborate with application engineering, data specialists, product/solution managers, Sales teams and peers in other segments. This position reports directly to the Global Service Sales Back Office Manager and will operate daily out of the Brookshire, TX facility. Relocation for this position may be supported for the right candidate and qualified candidates must have authorization to work in the USA without support.

What is the job about?
•    Be an ambassador of the new digital solution business being developed by Grundfos
•    Act as the principal lead for water utility accounts and serve as the main point of contact for digital solutions adoption
•    Ensure digital solution value delivery and overall customer success (via KPIs) for several actively managed medium to high value accounts
•    Responsible for key customer lifecycle stages post-sale; ensure long-term scalable business relationship is established
•    Coordinate post-sale execution, collaborating with internal stakeholders part of the customer success team (application engineer, data engineer), ensuring competences needed are available
•    Be part and support also the sales process, in coordination with sales team and application engineering
•    Drive solutions with customer stakeholders (make solutions part of day-to-day business); train and educate customer in fully adopting the solutions. Be software coach for the customer
•    Monitor customer adoption and usage and take action together with the rest of the success team and organization
•    Able to lead also technical meetings and discussions with water utility customer stakeholder, comfortable in putting hands on the software. Goal is the support customer is improve water and waste water networks operations
•    Relentlessly pursue expansion and renewal of the subscriptions, keeping churn rate at 0
•    Cross selling other Grundfos solutions and products to meet customer needs
•    Map customer journey, create customer success plan and adjust as necessary to meet company retention targets
•    Identify, design and mobilize our organization in upselling current and future products offerings
•    Contribute to the design and implementation of Customer Success Management tools and processes

What do you need to apply?

Qualified candidates will possess a Bachelor’s degree in management, technical or engineering field. Additionally, have a minimum of 4 years’ experience in key account / customer success management role.

•    Experience with either water utility market or/and digital,IoT,SaaS business
•    Experience in driving technology and digital transformation programs for external customers
•    Experience in creating strategic roadmaps with customer stakeholders to help drive solution adoption and business value
•    Fluent in English (verbal and written); other languages are a plus
•    Project management skills, PM certification is a plus
•    Must be able to travel up to 30% if necessary. Thus candidates should be able to maintain valid identification.

If you would like to dig deeper into the Grundfos universe, please visit us on linkedin.com/company/grundfos or youtube.com/user/grundfos
 

We look forward to hearing from you.