Job details

Customer Success Manager

We are seeking a Customer Success Manager who will work closely with our channel Partners and end user customers to build strong, supportive relationships with them and their personnel across their assigned region. The CSM will work closely with the channel Partners within their region to support growth of their Waukesha business and will leverage branch-level channel connections to support Waukesha commercial initiatives, including assessing channel capabilities, assisting in the CPR KPI monitoring at the local branch level, and assisting the sales team in the launch of aftermarket marketing campaigns. The CSM will work with all functions within INNIO to facilitate transactions for the Partner in parts fulfillment, warranty, fleet programs, and technical issue resolution.

You will ideally be based in Pune or Mumbai.

In this role, you will be responsible for:

Have 100% ownership and oversight for services execution for assigned Partners while working across all internal functions and in conjunction with Partner’s personnel to support parts fulfillment, warranty, fleet programs, issue resolution, technician training, systems training, and installed base support
Assist with onboarding and offboard of channel Partner’s, and assist in the channel audit program
Support assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume
Ownership of all assigned Partner service project / contract related execution
Coordinate support from local and remote teams to respond to inquiries on a timely basis
Support region Sales and Service team in execution of sales strategy for new units and services
Support execution of Partner’s flow parts orders and revenue plan
Help to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan
Assist Service Sales Manager in demand creation of new regional CM&U (Conversion Modifications & Upgrades) project opportunities or multi-year agreements as needed
Work with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns
Act as primary liaison for questions/concerns between end customer, Partner and HQ resources
Accelerate RCA resolution by proactively supporting internally to move organization towards conclusion
Support finance team in cash collection activities and Partner follow up as needed
Support NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback

Your Profile:

Bachelor’s Degree from an accredited college or university with a minimum of 5 years of experience in a customer facing role and technical background or equivalent knowledge / experience
Minimum of 3 years of professional experience in a customer service, key account support, contract and/or project management role in gas compression and/or power generation industry
Minimum of 1 year of experience working with Oracle ERP system
Ability and willingness to travel up to 30%, primarily within the assigned regions
Self-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely
Strong customer and interpersonal communication skills both written and verbal
Ability to work effectively and influence within cross functional teams
Computer knowledge and experience in MS Office, Outlook, Excel, etc.
Ability to learn and adapt to new systems quickly
Passionate customer service orientation and customer advocate
Fluent in English