Head of Customer Success
Descrizione dell'offerta
Overview
As Head of Customer Success, you will work on building strong customer relationships. In this role, you will have a strong relationship to customers, ensuring their satisfaction and identifying their 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, also 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
Qualifications
- 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