Responsibilities:
Customer Management: Manage a diverse portfolio of customers, guiding them to fully leverage the digitalization potential of the Monitizer suite. Act as a trusted advisor, ensuring post-implementation adoption and user satisfaction through proactive engagement.
Technical Understanding: Analyze and understand customers’ technical, process, and business challenges to create detailed project specifications, including network architectures, data connections, and deployment plans. Serve as a liaison between customers and internal teams to ensure alignment on solution requirements and outcomes.
Solution Implementation: Define and implement customer solutions, including process data mapping, validation, user onboarding, training, and identifying opportunities for continuous improvement.
Collaboration: Work closely with customers to gather requirements and collaborate with the IOT team to transform raw data into valuable insights.
Customer Engagement: Engage with customers to ensure positive outcomes, post-sales value realization, and identify upsell opportunities.
Technical Expertise: Provide technical expertise and training through seminars, sales meetings, and other educational initiatives.
Primary Contact: Serve as the primary day-to-day contact for customers, ensuring timely and high-quality project delivery in collaboration with project management and product or LOB experts.
Support: Offer first-level support to all customers, ensuring digital products function effectively and customers fully realize the platform’s benefits.
Feedback Loop: Continuously gather customer feedback and share insights with the product development team to drive platform improvements.
Onboarding and Integration: Lead the onboarding process for new customers, especially those involving third-party equipment or specific solutions like PRESCRIBE, and collaborate with Norican LOB engineering and project management teams to address technical issues and questions.
For detailed tasks and responsibilities of the Customer Success Engineer, please refer to the current Standard Operating Procedures (SOPs).
