Monitizer Customer Success Engineer

Stellenbeschreibung:

Overview

Empower Customers. Engineer Their Success.

The Customer Success Engineer will manage a diverse portfolio of customers, ensuring they fully leverage the digitalization potential of the Monitizer suite through proactive engagement and technical expertise. This role involves defining and implementing customer solutions, providing first-level support, and continuously gathering feedback to drive platform improvements.

Responsibilities

Customer Management: Manage a diverse portfolio of customers, guiding them to fully leverage the digitalization potential of the Monitizer suite. Act as a trusted advisor, ensuring post-implementation adoption and user satisfaction through proactive engagement.
Technical Understanding: Analyze and understand customers’ technical, process, and business challenges to create detailed project specifications, including network architectures, data connections, and deployment plans. Serve as a liaison between customers and internal teams to ensure alignment on solution requirements and outcomes.
Solution Implementation: Define and implement customer solutions, including process data mapping, validation, user onboarding, training, and identifying opportunities for continuous improvement.
Collaboration: Work closely with customers to gather requirements and collaborate with the IOT team to transform raw data into valuable insights.
Customer Engagement: Engage with customers to ensure positive outcomes, post-sales value realization, and identify upsell opportunities.
Technical Expertise: Provide technical expertise and training through seminars, sales meetings, and other educational initiatives.
Primary Contact: Serve as the primary day-to-day contact for customers, ensuring timely and high-quality project delivery in collaboration with project management and product or LOB experts.
Support: Offer first-level support to all customers, ensuring digital products function effectively and customers fully realize the platform’s benefits.
Feedback Loop: Continuously gather customer feedback and share insights with the product development team to drive platform improvements.
Onboarding and Integration: Lead the onboarding process for new customers, especially those involving third-party equipment or specific solutions like PRESCRIBE, and collaborate with Norican LOB engineering and project management teams to address technical issues and questions.
For detailed tasks and responsibilities of the Customer Success Engineer, please refer to the current SOPs.

About you

Fast learner that can quickly grasp technological and business value drivers
Strong communication and interpersonal skills with the ability to articulate technical concepts or recommendations clearly to customers (across levels)
High level of social competence and team spirit, ideally with past international exposure
Self-driven and highly motivated hands-on mentality
Passion for driving business value to customers through new digital technologies
Good written and verbal English and German skills
Willingness to travel

Professional experience and background

A degree in Engineering (electrical/industrial/foundry technology) or similar education
Work experience as a service, production or process engineer, ideally in the equipment or foundry industry
Proactive with outstanding problem-solving skills
Proven customer management skills
Experience of working with SQL
Knowledge of programming languages is a plus, such as cloud services, computer networks, IoT protocols such as MQTT, OPC -UA, software version management or software deployment