Customer Success Manager
Customer Success Manager is responsible for driving customer satisfaction through strategic programs targeting our new projects and Installed base. You will manage and influence the operations, quality and scalability of customer support developing customer loyalty and building operational and commercial capability globally for providing support, data insight and application expertise so that we can grow and capitalize on our aftermarket. You will also be responsible for the global connected service delivery, tracking thereof and managing the global data analysis operations. You will also be responsible for measuring and driving customer satisfaction. The role will require you and your team to provide technical support to and training of WA customer support personnel.
In This Role, Your Responsibilities Will Be:
* Drive Customer Success – build global and WA capability for driving customer success:
o Deliver Connected Service products that can be strategically deployed by WA/global management to:
o Pro‑actively engage regularly with key end users around the world to develop product advocacy
o Enable end users to identify and recognize valuable information from their corrosion data
o Engage with and educate new end users on applications and data use
o Provide software, applications and data training to WA teams, including field service, Corrosion WA experts, especially those who will execute and sales teams
o Build strong trusted partnerships at senior levels with existing customers
o Provide sales team with pre‑sales support on technology and applications
o Assist sales team in creating and developing repeat business opportunities
o Assume line management responsibility for any Global Specialists and Analysts roles
* Develop Customer Support – build global and WA capability for provision of technical support:
o Drive Install base improvement and customer loyalty programs in coordination with the local Service teams
o Functional Management of the Global Support Team, provide feedback to and manage team development
o Work with the global training manager to develop high standard training programs for Field Service and Technical Support
o Design and implement processes to enable efficient, consistent delivery of support activities
o The role will, from time to time, require provision of direct customer support, when local resources and capabilities are not yet available
o Oversee Rapid Response Process working closely with the Quality department to secure timely and professional hot spot case resolution and management communication
o Develop new product support processes and plans
o Maintain High safety standards across all support levels
o Maintain data on number of customer sites/sensors installed etc.
o Be involved with the planning required to meet field service demand – especially for large projects
* Driving and tracking Customer Satisfaction
o Maintain metrics on customer satisfaction levels
o Collect feedback on product performance and customer experience
o Report site issues, as appropriate
o Represent the "voice of the customer" within the business unit
o Identify and record customer success stories, including creating PPTs and occasionally trade/conference articles
* Delivery of Connected Service
o Drive on time, on quality delivery globally
o Manage the global "data report factory
o Feedback potential improvements to product manager
o Contribute to the development of a high value‑add connected service product
o Build global capability for connected service delivery, including training and QAQC of world area champions
Who You Are:
* Engineering degree with strong IT background
* Working as part of a team
* Attention to detail
* Excellent Communication Skills both written and verbal
* Excellent knowledge of Corrosion products both hardware and software
Preferred Qualifications that Set You Apart:
* Solution selling experience
* Have a sound technical and commercial understanding of key customer applications
WHY EMERSON
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our dedication to ongoing career development and growing an inclusive culture ensures you have the support to thrive! Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact.
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. We want you to join us in our bold aspiration. We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems—for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award‑winning employee development programs.
We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
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