Customer Success Specialist

1 week ago


North Andover, Massachusetts, United States Watts Water Technologies Full time

Company Overview
Watts Water Technologies is a leader in designing and manufacturing valves, drains, and related products that enhance the safety and comfort of individuals while ensuring the quality and conservation of water across various applications.

Role Overview
The Customer Success Manager - Systems Expert for Watts Digital is dedicated to building robust relationships within the Watts ecosystem. This role is pivotal in crafting long-term strategies that ensure high satisfaction levels with our product offerings.

Key Responsibilities
In this role, you will:

  • Synthesize data from Watts Digital products alongside plumbing expertise and customer feedback.
  • Identify and troubleshoot plumbing system issues and irregularities.
  • Address customer inquiries related to their plumbing systems.
  • Provide actionable recommendations to resolve issues.
  • Suggest opportunities for improvement and optimization tailored to customer needs.
  • Enhance customer satisfaction by demonstrating the value of Watts products.
  • Tailor ecosystem product offerings to maximize value for each customer.
  • Share pertinent customer insights with cross-functional teams, including product, design, and engineering.

Collaboration
Work closely with sales and marketing teams to relay customer needs, plumbing challenges, and potential solutions through Watts Digital products.

Qualifications
The ideal candidate will possess:

  • A Bachelor's degree in engineering or equivalent certification/training in a technical trade, preferably plumbing, along with 8 years of relevant experience.
  • A deep understanding of commercial plumbing systems and practical experience in diagnosing complex plumbing and water issues.
  • The ability to analyze plumbing system data (e.g., water temperature, pressure, flow rate) for remote assessments.
  • Experience in customer-facing roles, adept at problem-solving and discussing findings with clients.
  • A commitment to delivering value to customers and collaborating effectively with team members.
  • A drive to continuously provide plumbing insights and foster trust-based relationships.

Benefits
At Watts Water Technologies, we prioritize a people-first culture, emphasizing the importance of diversity, equity, and inclusion. We offer:

  • A comprehensive 401K plan.
  • Flexible PTO and generous paid holidays.
  • Educational assistance programs.
  • A variety of medical plan options to suit your needs.
  • A commitment to sustainability, recognized as one of Newsweek's Top 400 'America's Most Responsible Companies' for three consecutive years.

Physical Requirements
While performing the duties of this position, employees may frequently need to walk, talk, and hear. Occasionally, they may be required to stand, sit, and use hands for various tasks. Lifting or moving up to 30 pounds may be necessary.

Work Environment
This role involves working in both office and manufacturing settings, with occasional responsibilities outside the typical office environment.



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