Customer Success Manager
Published on by Water Network Research, Official research team of The Water Network for Gradiant Corporation
About the Job
Gradiant AI is our digital solutions business unit. We provide proprietary suite of digital solutions that help our customers to optimize treatment processes leveraging AI/ML algorithms. Our key product, SmartOps™ , is an integrated digital platform for asset performance management – plant performance optimization, asset management and remote monitoring & control.
This Customer Success Manager role sits in the Gradiant AI department, within the Commercial team. The customer success manager builds strong, long-term relationships with customers, supporting them as they transition from sales prospects to valuable users of our products. This role possesses strong technical knowledge in treatment processes and key concepts in digital solutions to help design and deliver tailored solutions for customers. The customer success manager also works closely with sales and project delivery team to expand customer accounts, increase customer retention, and drive successful delivery of our projects. This role works in a hybrid working environment and may interface with international colleagues from other time zones from time to time.
Essential Duties & Responsibilities:
- Develop close relationships with customers and engage them throughout the sales process, project delivery and support phases.
- Deeply understand Gradiant AI’s products from a customer perspective including capabilities, features and limitations
- Partner closely with sales and commercial colleagues to develop sales leads, nurture them and win the deals
- Conduct product demos, technical presentations and trainings
- Thoroughly understand customers’ challenges and work with application engineers, software engineers, and project managers to propose solutions tailored to customers’ needs
- Prepare proposals and contracts with the support of project manager and engineering teams
- Facilitate customer onboarding process and internal transition from sales to project delivery phase, ensuring customer requirements are clearly understood
- Work closely with customers and project delivery team to ensure product adoption goes smoothly
- Support project implementation discussions and review project outputs and reports
- Mentor and share water and wastewater treatment domain knowledge with project delivery team
- Maintain good working relationships with customers, provide ongoing support and find upsell opportunities
- Act as an industry thought leaders, securing industry events engagements and speaking opportunities
- Provide strategic inputs for product roadmaps, business and marketing strategies
- Secure strategic partnerships to support sales and project implementation activities
Requirements:
- Bachelor’s or Advanced Degree in Chemical, Mechanical, Electrical, Industrial, or Systems Engineering, or other relevant educational qualifications
- More than 10 years of related industry experience
- Strong industry and technical knowledge in water and wastewater treatment processes
- Knowledge in digital solutions in water industry
- Understanding of key digital solutions concepts
- Robust communication, organisation and presentation skills
- Prior technical sales or sales support experiences in water industry preferred
- Prior experiences in project delivery in water industry preferred
- Excellent in building and maintaining customer relationships
- Good in negotiation, problem solving, active listening, mentoring and showing empathy
- Entrepreneurial, agile and comfortable with ambiguous and change-led environments
- Experience using Teams, Salesforce, JIRA is a plus
Information
- Location: Singapore
Industry experience
Education: Bachelor
Seniority: Expert, Engineer, Consultant
Years of experience: 10 to 20 years