About the job
The Customer Success Manager at Elematic ensures that our customers receive exceptional value from our digital services and software products and drives customer satisfaction and retention. The scope of the product portfolio consists of Elematic Fleet Management digital services and Plant Control software.
Location: Toijala or Tampere, Hybrid
Reports to: Service, Customer Support Manager
Department: Service / Customer Support
Key Responsibilities:
- Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and efficient transition to Elematic digital services and software.
- Customer Training: Provide online and onsite training sessions to clients, helping them fully utilize Elematic digital services and software products to achieve their goals. Develop a global training concept and curriculum.
- Performance Monitoring: Develop and monitor customer usage and performance metrics to identify opportunities for improvement and ensure customer success.
- Issue Resolution: Support customers with their issues and challenges and coordinate internal actions to ensure timely and effective resolution.
- Relationship Management: Build and maintain strong, long-lasting relationships with customers by understanding their business needs and objectives.
- Feedback Collection: Gather and analyze customer feedback to identify areas for product and service improvements.
- Process Development: Develop the digital services and software product onboarding process such that it secures efficient deployment of the products and quick learning experience to customers.
- Collaboration: Work closely with the sales, marketing, product management and development teams to ensure the implementation of new features based on customer feedback.
- Software Service Sales, Renewals and Upsells: Develop and manage software customer services, offer and sell software services, manage software licenses, their renewals and invoicing. Identify opportunities for upselling additional products and services that benefit customers’ operations.
- Reporting: Prepare and present regular reports on customer success metrics and outcomes to internal stakeholders.
About you
Qualifications & Experience:
- Bachelor’s or master’s degree in Business, Marketing, IT, Engineering or a related field.
- 5+ years of experience in technical sales, business development, account management, or customer success management.
- Demonstrated achievements and experience in customer success management relevant to digital and software services. Experience in industrial, engineering, or capital equipment industries preferred.
- Proven experience in developing and deploying a customer success management program with measurable results.
- Strong understanding of digital products and software solutions. Ability to quickly learn complex software solutions to a deep level of detail.
- Experience in software sales, software services and digital services, and in SaaS business models.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to manage multiple customer accounts and projects simultaneously.
- Proficiency in CRM software (preferably Salesforce) and other customer success tools.
- Readiness to frequent travel, to engage with customers globally.
- Ability to develop and deliver engaging presentations and training.
- A strong command of both written and spoken English is essential. Additionally, proficiency in other languages, particularly Finnish, is highly advantageous.
Key Competencies:
- Strategic Thinking & Business Acumen
- Customer and Market Orientation
- Customer Success Management
- Collaboration & Influencing Skills
- Software and Digital Services
- Commercial Awareness
How to Apply:
Submit your application with salary request and CV at the latest on the 9th of June. We will start contacting suitable candidates already during the application period.
Any inquiries concerning the position will be answered by the Headhunter
Raimo Mansikkaoja
Executive Hunt Oy
mob. +358 50 5151 276
About us
Elematic is the leading provider of innovative precast concrete production technology, solutions, and services. We help our clients improve their profitability, efficiency, and sustainability in the construction industry. Our solutions have enabled hundreds of thousands of building projects in over 100 countries.
We work based on our core values: the customer is our priority, we keep our promises, we collaborate effectively, and we dare to renew. We encourage continuous learning and development while providing opportunities for international growth.