Customer Success Manager

2 weeks ago

Singapore Thewaternetwork Full time

Job Description: Customer Success Manager at Gradiant AI
Gradiant AI is our digital solutions business unit, providing proprietary digital solutions that leverage AI/ML algorithms to optimize treatment processes. 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 is within the Gradiant AI department, part of the Commercial team. The role involves building strong, long-term relationships with customers, supporting their transition from sales prospects to active users of our products. The ideal candidate possesses strong technical knowledge of treatment processes and digital solutions to design and deliver tailored solutions. The manager will collaborate closely with sales and project delivery teams to expand customer accounts, enhance retention, and ensure successful project execution. The position offers a hybrid working environment and may involve interfacing with international colleagues across different time zones.
Key Responsibilities:
Develop and maintain close relationships with customers throughout sales, project delivery, and support phases.
Gain a comprehensive understanding of Gradiant AI's products, including capabilities, features, and limitations, from a customer perspective.
Collaborate with sales and commercial teams to generate leads, nurture prospects, and close deals.
Conduct product demonstrations, technical presentations, and training sessions.
Understand customer challenges deeply and coordinate with application engineers, software engineers, and project managers to propose tailored solutions.
Assist in preparing proposals and contracts with support from project managers and engineering teams.
Facilitate customer onboarding and ensure smooth transition from sales to project delivery, clearly understanding customer requirements.
Work closely with customers and project teams to ensure successful product adoption.
Support project discussions, review outputs, and oversee reports.
Mentor team members and share domain knowledge related to water and wastewater treatment.
Maintain strong relationships with customers, provide ongoing support, and identify upsell opportunities.
Act as an industry thought leader by engaging in industry events and securing speaking opportunities.
Provide strategic insights for product development, business, and marketing strategies.
Secure strategic partnerships to support sales and project activities.
Minimum Requirements:
Bachelor's or higher degree in Chemical, Mechanical, Electrical, Industrial, or Systems Engineering, or relevant fields.
Over 10 years of industry experience.
Strong knowledge of water and wastewater treatment processes.
Knowledge of digital solutions in the water industry.
Understanding of key digital concepts.
Excellent communication, organizational, and presentation skills.
Experience in technical sales or sales support within the water industry is preferred.
Experience in project delivery in the water industry is preferred.
Proven ability to build and maintain customer relationships.
Skills in negotiation, problem-solving, active listening, mentoring, and empathy.
Entrepreneurial mindset, agility, and adaptability to change.
Experience with Teams, Salesforce, JIRA is advantageous.
Note: Aquaspe complies with Swiss law and the Swiss Data Protection Act.
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