Customer Success Manager

**Job Description Summary**: The Customer Success Manager (M/F/d) will be responsible for managing and developing strong relationships with our existing contractual
customers, while generating controls aftermarket services growth in the existing contractual customer base. The Customer Success Manager (M/F/d)
will be primary point of contact ensuring that our products and services are providing value in those customers achieving their business goals,
while driving growth in the contractual base with our existing and next generation of Controls Lifecare Service (CLS) service agreements.

Descriptif/Résumé du poste
Le/La Responsable Réussite clients sera chargé(e) de gérer et de développer des relations solides avec nos clients contractuels existants, tout en générant une croissance des services après-vente pour le segment Controls au sein de la base client contractuelle existante. Le/La titulaire du poste sera le/la principal(e) interlocuteur/trice pour s'assurer que nos produits et services apportent la valeur attendue aux clients en atteignant les objectifs commerciaux définis, tout en stimulant la croissance de la base contractuelle grâce à nos accords de service Controls Lifecare Service (CLS) existants et de nouvelle génération.

**Roles and Responsibilities**
- Drive overall post-sales relationship with assigned contracts, including training, professional services, technical support, renewals, expansion, and advocacy.
- Own and manage contract setup, delivery, and financials (Revenue & CM).
- Develop specialized knowledge in the discipline, serving as a best practice/quality resource and contributing to strategy and policy development.
- Build and maintain proactive long-term relationships with customers, focusing on customer success metrics like renewal rate and NPS.
- Execute a comprehensive engagement and communications strategy to maintain high customer satisfaction and gather constant feedback.
- Act as the first point of contact for all contract and customer-related issues.
- Develop and maintain technical knowledge to educate customers on the value of products and services, driving CLS upsell opportunities.
- Own and achieve orders operational plans, commercial strategy (Inquiry to Order - order close), and proposal development for aftermarket services.
- Provide continuous insight and relay the voice of the customer to internal teams, including Sales, Product Line, Technical Support, and Engineering.
- Collect all customer site data, go for site health checks and revert back to customers with recommendations for a better site
operations.

**Required Qualifications**
- Master's degree from an accredited university or college (or a high school diploma / GED) with significant experience in industrial controls/ Mechanical or equivalent experiense.
- Proven experience with GE Controls Products, Mark VIe control system in commercial, services, engineering and/or project management.
- ** 50% travel required and must live within Europe.**:

- Fluent English.

**Desired Characteristics**
- Significant experience with GE control product systems (Mark VI/Mark Vie/..) in commercial, services, engineering, and/or project management.
- Proven experience in the OT Cyber Security industry, in Mark VIe field engineering or OTR engineering.
- High proficiency with computer tools (MS Office suite).
- Strong oral and written communication skills.
- Strong interpersonal and leadership skills.
- Demonstrated ability to analyze and resolve problems.
- Demonstrated ability to lead programs/projects.
- Ability to document, plan, market, and execute programs.

For Austria: The minimum annual salary for this full-time position is €87.700 gross - with the willingness to pay more depending on qualifications and professional experience.

**Rôles et responsabilités**
- Superviser la relation après-vente globale pour les contrats attribués, y compris la formation, les services professionnels, le support technique, les renouvellements, les extensions et la défense des intérêts
- Diriger et gérer la configuration des contrats, la livraison et les aspects financiers (chiffre d'affaires et marge sur coûts variables)
- Développer des connaissances spécialisées dans la discipline, agir en tant qu’expert(e) pour les bonnes pratiques et la qualité, et contribuer au développement de la stratégie et des politiques
- Établir et maintenir des relations proactives à long terme avec les clients, en se concentrant sur les indicateurs de réussite client tels que le taux de renouvellement et la satisfaction des clients (NPS)
- Mettre en œuvre une stratégie globale d'engagement et de communication pour maintenir un niveau élevé de satisfaction des clients et recueillir des commentaires de manière continue
- Agir en tant que premier point de contact pour toutes les questions relatives aux contrats et aux clients
- Développer et maintenir les connaissances techniques nécessaires pour informer les clients sur la valeur des produits et des services