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Customer Success Manager

Nikola Labs Inc.

Nikola Labs Inc.

Posted on Tuesday, August 15, 2023

At AssetWatch, we empower manufacturing uptime by delivering an unparalleled proactive condition monitoring experience. We are a dedicated team of world-renowned engineers and distinguished business leaders with a common goal - to become the world's leading condition monitoring platform, eliminating unplanned downtime for manufacturing facilities worldwide.

Position: Customer Success Manager - Trusted Advisor (Predictive Maintenance)

Role Focus:

As a Customer Success Manager, you will be a trusted advisor to our customers, guiding them through the implementation of a predictive maintenance program. You will partner closely with the sales team to nurture and grow accounts by demonstrating the value of our solutions. Your role will encompass understanding customer objectives, fostering collaboration, and strategically consulting to ensure successful customer outcomes.

What You’ll Do:

- Own and cultivate relationships within your portfolio of accounts, ensuring customer satisfaction as you guide them through the AssetWatch predictive maintenance journey.

- Acquire a deep understanding of company products and their value proposition, enabling you to effectively communicate benefits to customers.

- Monitor account health and relevant KPIs, ensuring ongoing adoption and alignment with customer objectives. Proactively identify churn risks and implement measures to eliminate them.

- Develop and present strategic success plans that clearly outline how customer expectations will be met and exceeded.

- Serve as the primary point of contact for customers, leveraging internal teams to address concerns and enhance the overall customer experience.

- Facilitate AssetWatch customer onboarding, training, and initial user setup to ensure seamless implementation of predictive maintenance programs.

- Participate in customer meetings and quarterly business reviews, presenting progress towards key success criteria.

Who You Are:

- 4+ years of experience in account management or customer success.

- 2+ years' experience in cross-selling additional products and services to existing accounts.

- Proficiency in CRM platforms, with Salesforce strongly preferred.

- Ability to use remote communication tools (e.g., Zoom, Slack) to engage with internal and external stakeholders.

- Account management experience in manufacturing.

- Exceptional communication skills, both verbal and written, with a focus on clear and friendly communication.

- Strong active listening skills, driven by a desire to understand and address customer needs.

- Proven experience in strategic customer consulting, success planning, and achieving desired outcomes.

- Track record of exceeding retention and expansion quotas, showcasing your ability to drive customer value.

- A passion for learning and continuous improvement, coupled with a commitment to excellence.

- Effective multitasking and time management skills, with a results-oriented and action-driven mindset.

- Exceptional organizational skills, coupled with a strong sense of accountability and autonomy.

- Collaborative nature with the ability to build trust and contribute to team success.

- Ability to adapt and support various departments and team members, contributing to overall organizational success.

- Professional demeanor, appearance, and conduct, with fluency in English (other languages are a plus).

Join Our Team:

If you're ready to make a significant impact as a trusted advisor to customers, driving the successful implementation of predictive maintenance programs and partnering closely with the sales team to foster growth, we invite you to join our passionate and dedicated AssetWatch team. Apply today to be a part of a transformative journey towards manufacturing uptime excellence.

What We Offer:

AssetWatch is a remote-first rapidly growing startup providing a game changing condition monitoring platform and mobile experience in the industrial manufacturing space.

  • Competitive compensation package including share options.
  • Flexible work schedule
  • Full benefits and 401K
  • Opportunity to make a real impact every day
  • Opportunity to work with an exciting and growing team
  • Unlimited PTO

We have a distributed team that works remotely across locations in the United States. We are open to candidates from most states but collaboration within core working hours is required.