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Customer Success Manager is before anything else responsible for customer retention and agreement renewal rate, revenue generation within the agreements and services upselling. Ac-quire and manage the customer agreements and relationship in the area of responsibility. Defining, implementing, and applying customer success management policies across own agreement customers and acquire new service customers across the IB. Ensure successful implementation of the service sales strategy and action for assigned area, to profitably achieve qualitative and quantitative targets for services. Analyze service market potential in the assigned area of responsibility, with full focus on installed base (IB) and ensure active customer success management is executed with maximal upsell/X-sell. Exceed the sales targets through high performance in order to ensure high levels of customer satisfaction and delivering customer value / value realization. Ensure from a process perspective that the customer feels there is a continuum, a smooth handover from Sales to CSM & to Services Operations (Lifecycle Services)
This position reports to
Global Customer Success Director
Health, safety and environment (HSE). Reinforces and maintains a culture of Health & Safety in all operations. Ensures that ABB policies, i.e. directives, instructions and guidelines are followed
Service sales: Creates, plans and implements services sales strategy at the own area of responsibility and by increasing the installed base (IB) penetration. Promotes value add service offerings supporting the Life Cycle Management (LCM). Volume and profit; Achieves service sales volume by selling the entire services portfolio.
Leads negotiations of major contracts to secure service sales volume. Service sales targets; Ensures periodic reviewing and achievement of service sales targets, providing cost effective solutions to the customers and initiating improvement plans as needed.
People and leadership: Ensures own professional development and cooperation across customer success management team members, keeping abreast of current and new ABB tool methodologies, development and best practice. Guides, motivates, and develops indirect subordinates. Works to ensure services contract and scope retention and expansions.
Service strategy: Contributes to definition and implementation of account execution strategy for the relevant operations, in alignment with global business strategies. Define customer success and account management goals and deliverables that support business goals in collaboration with stakeholders.
Customer focus: Ensures customer focus, understanding of sense of urgency and care in the direct area of responsibility. Ensures customer retention by delivering superior customer service experiences. Drives growth of the IB at the existing agreement customers
Relentlessly drives improvement of the customer satisfaction and agreement expansion.
Works with the customer in identifying opportunities for improving and extending the services and eliminating pain points.
Service delivery: Ensures the customer portfolio is managed consistently, based on best practices and ABB Policies. Manages the customer success activities through account reviews and processes. Takes an active role in resolving escalated issues. Defines and drives efficient as well as optimized customer success management execution process utilizing relevant ABB operation tools along with appropriate implementation.
Ensures that the customer success documentations are appropriately maintained in relevant ABB tools. Meets or exceeds revenue, utilization, margin, and client satisfaction targets through the successful delivery of customer success management practices and cooperation with Lifecycle Services.
Basic Degree with 5 -10 years in relevant field experience
More about us
Process Industries division delivers complete electrification and automation solutions, industry-specific products and lifecycle services across industries. Engineering and delivering automation solutions from device to monitoring and control make our customers get more out of their investment; digitalization solutions including collaborative operations and augmented reality help improve plant and enterprise productivity, reduce maintenance and energy costs. Our engineering, project management, services and solutions portfolio covers a wide range of industries – Mining, Pulp & Paper, Metals, Aluminum and Cement, Data centers and Food and Beverage
We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com.
Work model: hybrid