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Lead Customer Success Strategist

2 months ago

Oklahoma City, Oklahoma, United States Grundfos Full time
Position Overview:

As a key player in our Digital Solutions team, you will have the opportunity to address global water and climate challenges while advancing your career within a renowned organization.

Role Summary:

We are seeking a Senior Customer Success Manager to help shape our newly formed Customer Success division. In this pivotal role, you will manage and lead several significant accounts primarily located in the United States.

Your primary focus will be to onboard clients and facilitate necessary transformations based on our innovative solution: "Grundfos Machine Health" (GMH), which leverages cutting-edge predictive maintenance technology and Industry 4.0 principles.

Key Responsibilities:
  • Serve as the primary contact for selected customers, particularly in the United States.
  • Ensure the delivery of value and overall success for multiple actively managed accounts.
  • Oversee critical customer lifecycle stages post-sale, fostering long-term business relationships.
  • Implement our solutions and coordinate post-sale activities in collaboration with field operations, digital sales, support, and customers.
  • Utilize Gainsight to manage customer relationships and maximize the benefits of this platform.
  • Drive customer engagement, providing training and support to ensure full adoption of our solutions.
  • Monitor customer usage and adoption, collaborating with the Success team and broader organization to guarantee customer satisfaction.
  • Contribute to the design and implementation of Global Customer Success Management capabilities, leading smaller improvement initiatives.

Qualifications:

We are looking for candidates with a technical background, ideally in mechanical, electrical, or process engineering, and a minimum of 5 years of relevant experience, including at least 2 years in customer success, account management, or project management. Experience in digital, IoT, or SaaS businesses is highly desirable.

Additional beneficial experiences include:
  • On-site work with machine commissioning, repair, and troubleshooting.
  • Knowledge in reliability, maintenance, and vibration analysis.
  • Strong stakeholder management skills and the ability to engage effectively with colleagues at all levels.
  • Project management capabilities to drive improvement initiatives and support a data-driven culture.
  • Excellent collaboration skills across various organizational levels.

Agile Mindset:

We value individuals who can learn swiftly and adapt to a team environment where new capabilities are designed, tested, and integrated into daily operations. A proactive approach to challenges and a commitment to delivering high-quality results independently are essential.

Fluency in English (both verbal and written) is required; proficiency in additional languages is a plus. Domestic and international travel may be necessary, up to 25% of the time. Candidates must possess valid work authorization in the USA.

What We Offer:

At Grundfos, we are committed to your professional growth, providing continuous learning and development opportunities to support your career trajectory. You will be welcomed into an inclusive environment guided by our core values.

For remote workers, we ensure you are equipped with a suitable workstation, while also encouraging visits to our offices for collaboration and engagement with colleagues.

Additional benefits include flexible working hours, generous paid time off, competitive medical insurance, a 401(k) matching program, annual bonuses, parental support, and access to the Grundfos Academy for further personal and professional development.

We celebrate diversity and are dedicated to creating an inclusive workplace where all employees feel valued and respected. We look forward to your application.