Head of Customer Success

Overview

Head of Customer Success at MiCROTEC - Innovating Wood. As Head of Customer Success, you will work on building strong customer relationships, ensuring customer satisfaction and identifying customer needs.

Responsibilities

• Strengthening customer relationships, acting as the main point of contact from the initial system installation. Building long-term, trust-based partnerships to understand market needs, goals, and technical challenges
• Analyzing and optimizing the performance of installed MiCROTEC solutions by monitoring production data and suggesting improvements to increase efficiency
• Providing technical support to customers in understanding and managing critical issues, coordinating with internal teams to ensure resolution
• Offering proactive consulting to customers, developing best practices for the use of MiCROTEC solutions, promoting potential upgrades, and supporting the identification of new investment opportunities
• Systematically collecting feedback on MiCROTEC solutions and performance results, sharing insights internally to contribute to the continuous evolution of the product portfolio
• Introducing activities and initiatives to foster customer loyalty through proactive assistance and a true partnership approach
• Monitoring relevant metrics, regularly collecting and analyzing key KPIs to promptly identify opportunities and challenges

Your profile

• Experience in Customer Care, preferably in an industrial or technological environment; knowledge of scanning technologies is an advantage
• Familiarity with industrial processes and/or applications
• Strong communication skills, initiative, and the ability to work independently and in a structured manner
• Strong proficiency German, English, and Italian
• Experience with CRM or PM tools is an advantage
• Flexibility and high willingness to travel

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service and Consulting
• Industries

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