Koch Industries - Atlanta, GA
posted 4 days ago
Full-time
Remote - Atlanta, GA
Plastics and Rubber Products Manufacturing
About the position
The Customer Success Leader at Masen is responsible for ensuring customers derive maximum value from the company's environmental IoT services and products. This role involves engaging with customers to understand their environmental data challenges, designing tailored solutions, and overseeing customer support to enhance satisfaction and operational efficiency. The position offers the flexibility of remote work while requiring significant travel to various industrial sites across the U.S.
Responsibilities
- Develop and implement a customer success strategy that will differentiate Masen in the market
- Develop and maintain relationships with customers and provide regular customer communications and updates
- Assess customer needs and provide recommendations and options to utilize technology solutions to solve customer problems
- Solicit customer feedback and be the 'Voice of the Customer'
- Understand the customer's service needs and provide recommendations on service packages to meet customer needs
- Help customers fully integrate Masen products and services into their operations
- Provide direction and guidance to the Masen Team based on customer feedback to enhance customer experience
- Provide customers with training and onboarding services
- Ensure excellent customer service/support is provided and that issues are quickly resolved
- Identify and develop key customer success metrics for internal reporting and continuous improvement
Requirements
- Strong customer focus mindset
- Excellent communication skills (verbal and written)
- Experience working with customers or direct working experience in customer success roles
