Customer Success Manager

Copeland; Crawley; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company in Crawley is seeking a Customer Success Manager responsible for driving customer satisfaction and managing global service delivery. The ideal candidate will have an engineering degree, strong IT background, and excellent communication skills. You will drive successful customer engagement and loyalty while ensuring high-quality support. Join us to foster a culture of innovation and collaboration.

Qualifications

• Strong IT background to engage with technology-based tasks.
• Ability to establish clear responsibilities and processes.

Responsibilities

• Drive customer success by engaging with key users around the world.
• Manage global operations for customer support and service delivery.
• Track and report customer satisfaction metrics.

Skills

Excellent Communication Skills

Attention to detail

Teamwork

Technical understanding of Corrosion products

Education

Engineering degree with strong IT background

Job description

Customer Success Manager is responsible for driving customer satisfaction through strategic programs targeting our new projects and Installed base.

You will manage and influence the operations, quality and scalability of customer support developing customer loyalty and building operational and commercial capability globally for providing support, data insight and application expertise so that we can grow and capitalize on our aftermarket.

You will also be responsible for the global connected service delivery, tracking thereof and managing the global data analysis operations. You will also be responsible for measuring and driving customer satisfaction. The role will require you and your team to provide technical support to and training of WA customer support personnel.

In This Role, Your Responsibilities Will Be :

Drive Customer Success – build global and WA capability driving customer success :

• Deliver Connected Service products that can be strategically deployed by WA / global management to : Pro-actively engage regularly with key end users around the world to develop product advocacy;Enable end users to identify and recognize valuable information from their corrosion data;Engage with and educate new end users on applications and data use;Provide software, applications and data training to WA teams, including field service, Corrosion WA experts, especially those who will execute and sales teams;Build strong trusted partnerships at senior levels with existing customers;Provide sales team with pre-sales support on technology and applications;Assist sales team in creating and developing repeat business opportunities;
• Assume line management responsibility for any Global Specialists and Analysts roles;

Develop Customer Support – build global and WA capability for provision of technical support :

• Drive Install base improvement and customer loyalty programs in coordination with the local Service teams;
• Functional Management of the Global Support Team, provide feedback to and manage team development;
• Work with the global training manager to develop high standard training programs for Field Service and Technical Support;
• Design and implement processes to enable efficient, consistent delivery of support activities;
• The role will, from time to time, require provision of direct customer support, when local resources and capabilities are not yet available;
• Oversee Rapid Response Process working closely with the Quality department to secure timely and professional hot spot case resolution and management communication;
• Develop new product support processes and plans;
• Maintain High safety standards across all support levels;
• Maintain data on number of customer sites / sensors installed etc.;
• Be involved with the planning required to meet field service demand – especially for large projects;

Driving and tracking Customer Satisfaction

• Maintain metrics on customer satisfaction levels;
• Collect feedback on product performance and customer experience;
• Report site issues, as appropriate;
• Represent the “voice of the customer” within the business unit;
• Identify and record customer success stories, including creating PPTs and occasionally trade / conference articles;

Delivery of Connected Service

• Drive on time, on quality delivery globally;
• Manage the global ‘data report factory’;
• Feedback potential improvements to product manager;
• Contribute to the development of a high value add connected service product;
• Build global capability for connected service delivery, including training and QAQC of world area champions.

Who You Are :

You serve as a strategic partner to build, grow and maintain productive and long lasting relationships with services providers and defined customers. You establish clear responsibilities and processes for leading work and measuring results. You connect the right people to accomplish goals.

For This Role, You Will Need :

• Engineering degree with strong IT background;
• Working as part of a team;
• Attention to detail;
• Excellent Communication Skills both written and verbal;
• Excellent knowledge of Corrosion products both hardware and software;

Preferred Qualifications that Set You Apart :

• Solution selling experience;
• Have a sound technical and commercial understanding of key customer applications.

Our Culture & Commitment to You :

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our dedication to ongoing career development and growing an inclusive culture ensures you have the support to thrive! Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.