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Client Success Specialist

2 months ago

Houston, Texas, United States Innio LLC Full time

About INNIO:


With a strong heritage in the power and gas compression industry,
INNIO provides our clients with cost-effective, dependable, and sustainable energy solutions for both present and future needs.

We are addressing current energy demands with 64 GW of operational capacity and over 50,000 of our robust Jenbacher and Waukesha engines, deployed in more than 100 nations.

By leveraging our legacy of pioneering achievements in the energy sector alongside cutting-edge digital advancements, we are committed to delivering innovative solutions for the future.


Waukesha Engine Overview

As the Original Equipment Manufacturer (OEM) of Waukesha Natural Gas Engines, established in 1906 in Waukesha, Wisconsin, Waukesha relies on a global network of channel partners for the sales of new equipment, OEM remanufactured products, parts (reUp), model conversions, upgrade kits, and maintenance components. Our channel partners are responsible for packaging, overhauling, repairing, commissioning, and servicing Waukesha equipment worldwide.


Position Overview

The
Customer Success Manager (CSM) collaborates closely with our Partners to cultivate strong, supportive relationships with them and their teams across the region.

The CSM will coordinate with all departments of INNIO to facilitate transactions for the Partner regarding parts fulfillment, warranty claims, fleet programs, and technical issue resolution.


Key Responsibilities:

  • Take full ownership and oversight of service execution for assigned Partners, collaborating across all internal functions and with Partner personnel to support parts fulfillment, warranty claims, fleet programs, technical issue resolution, technician training, systems training, and installed base support.
  • Assist assigned Partners with service parts inquiries, provide quote assistance, conduct parts/engine research, offer systems training, and implement other actions that drive incremental parts order volume.
  • Manage all service project and contract execution related to assigned Partners.
  • Coordinate support from local and remote teams to ensure timely responses to inquiries.
  • Support regional Sales and Service teams in executing sales strategies for new units and services.
  • Facilitate the execution of Partner flow parts orders and revenue plans.
  • Identify opportunities and shortfalls for Partners and end users, collaborating with the regional team to drive actions that meet objectives.
  • Assist the Service Sales Manager in generating demand for new regional CM&U (Conversion Modifications & Upgrades) project opportunities or multi-year agreements as necessary.
  • Act as the primary liaison for inquiries and concerns between end customers, Partners, and HQ resources.
  • Accelerate Root Cause Analysis (RCA) resolution by proactively supporting internal efforts to drive the organization towards conclusions.
  • Support the finance team in cash collection activities and follow up with Partners as required.
  • Assist with the NPS (Net Promoter Score) survey and contribute to the Scorecard process to evaluate Partner performance and gather end user feedback.

Qualifications:

  • Bachelor's Degree from an accredited institution or a High School Diploma/GED with a minimum of 5 years of experience in a customer-facing role with a technical background or equivalent knowledge/experience.
  • At least 3 years of professional experience in customer service, key account support, contract management, and/or project management within the gas compression and/or power generation sectors.
  • A minimum of 1 year of experience utilizing the Oracle ERP system.
  • Willingness and ability to travel up to 30%, primarily within the United States.
  • Legally authorized to work in the United States without sponsorship.
  • Self-motivated with the ability to multitask and manage various customer events and activities simultaneously.
  • Strong customer service and interpersonal communication skills, both written and verbal.
  • Ability to work effectively and influence within cross-functional teams.
  • Proficient in MS Office, Outlook, Excel, and other computer applications.
  • Quick learner with the ability to adapt to new systems efficiently.
  • Passionate about customer service and acting as a customer advocate.


As an Equal Opportunity Employer,
INNIO provides a comprehensive range of international career opportunities and recognizes that diversity fosters excellence.

We are committed to leadership development, empowering individuals to achieve their full potential.


INNIO offers a positive work environment, opportunities for professional growth, challenging career paths, and competitive compensation. INNIO is an Equal Opportunity Employer.

Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status, or any other characteristics protected by law.