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Customer Success Specialist

2 months ago

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

About Watts Water Technologies
The Watts Water Technologies family of companies is dedicated to designing and manufacturing valves, drains, and related products that enhance the comfort and safety of individuals while ensuring the quality, conservation, and management of water across various applications including commercial, residential, industrial, and municipal sectors.

Role Overview
The Customer Success Manager - Systems Expert for Watts Digital is responsible for cultivating robust relationships within the Watts ecosystem. This role aims to develop long-term strategies that ensure high satisfaction levels with our product offerings.

Key Responsibilities
In this position, you will:

  • Synthesize data from Watts Digital products alongside your plumbing expertise and customer feedback to:
    • Identify and troubleshoot plumbing system challenges and irregularities.
    • Address customer inquiries regarding their plumbing systems.
    • Offer actionable recommendations to resolve issues.
    • Suggest enhancements and optimization opportunities for clients.
    • Foster high customer satisfaction by helping clients recognize the value of Watts products.
    • Tailor ecosystem product offerings to maximize value for each customer.
    • Communicate relevant customer insights and feedback to cross-functional teams (e.g., product, design, engineering).

Collaboration
Work closely with sales and marketing teams by providing insights on customer needs, plumbing challenges, and solutions offered by 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 comprehensive understanding of commercial plumbing systems and practical experience in diagnosing complex plumbing/water issues.
  • The ability to analyze plumbing system data (e.g., water temperature, pressure, flow rate) to assess a property's plumbing situation remotely.
  • Experience in customer-facing roles, with the capability to problem-solve and discuss findings and recommendations effectively.
  • A commitment to delivering value to customers and collaborating with team members.
  • A dedication to continuously providing plumbing insights to clients and building trust-based relationships.

Benefits
At Watts Water Technologies, we prioritize a people-first culture, focusing on enriching and caring for our employees. Our offerings include:

  • 401K Plan
  • Flexible PTO & Generous Paid Holidays
  • Educational Assistance
  • A variety of medical plan options to suit your needs
  • A commitment to sustainability, recognized as one of Newsweek's Top 400 of 'America's Most Responsible Companies' for three consecutive years.

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

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