Monitizer Customer Success Engineer

Norican Group; LaGrange (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

PTO

Paid company holidays

401k with company match

Life & AD&D insurance

Disability coverage (short/long-term)

Medical insurance (Cigna)

Dental & vision coverage

Service awards

Job summary

Norican Group seeks a Customer Success Engineer to manage a diverse customer portfolio and guide them to maximize the Monitizer suite, ensuring post-implementation adoption and satisfaction.

You will serve as the primary contact, provide onboarding and training, collaborate with the IoT team to transform data into insights, and deliver first-level support while gathering feedback to drive product improvements.

Responsibilities

• Manage a diverse portfolio of customers, guiding them to leverage the Monitizer suite and ensure post-implementation adoption and user satisfaction.
• Analyze customers' technical, process, and business challenges to create detailed project specifications and alignment with solution outcomes.
• Define and implement customer solutions, including process data mapping, onboarding, training, and identifying opportunities for continuous improvement.
• Collaborate with customers and IoT teams to transform raw data into valuable insights and ensure requirements are met.
• Engage with customers to ensure positive outcomes, post-sales value realization, and identify upsell opportunities.
• Provide technical expertise and training through seminars, meetings, and other educational initiatives.
• Serve as the primary day-to-day contact for customers to ensure timely and high-quality project delivery.
• Offer first-level support to customers to ensure digital products function effectively.
• Continuously gather customer feedback and share insights with the product development team to drive platform improvements.
• Lead onboarding for new customers, especially those involving third-party equipment or specific solutions, and coordinate with engineering and project management teams to resolve issues.

Job description

Are you ready to take on a new, exciting challenge?

We are seeking a Customer Success Engineer to manage a diverse portfolio of customers, guiding them to fully leverage the digitization potential of the Monitizer suite. The successful candidate will act as a trusted adviser, ensuring post-implementation adoption and user satisfaction through proactive engagement.

Responsibilities

• Customer Management
• Technical Understanding
• Solution Implementation
• Technical Expertise
• Primary Contact
• Support
• Feedback Loop
• Onboarding and Integration

Specific Tasks

• Customer Management: Manage a diverse portfolio of customers, guiding them to fully leverage the digitization potential of the Monitizer suite. Act as a trusted advisor, ensuring post-implementation adoption and user satisfaction through proactive engagement.
• Technical Understanding: Analyze and understand customers technical, process, and business challenges to create detailed project specifications, including network architectures, data connections, and deployment plans. Serve as a liaison between customers and internal teams to ensure alignment on solution requirements and outcomes.
• Solution Implementation: Define and implement customer solutions, including process data mapping, validation, user onboarding, training, and identifying opportunities for continuous improvement.
• Collaboration: Work closely with customers to gather requirements and collaborate with the IOT team to transform raw data into valuable insights.
• Customer Engagement: Engage with customers to ensure positive outcomes, post-sales value realization, and identify upsell opportunities.
• Technical Expertise: Provide technical expertise and training through seminars, sales meetings, and other educational initiatives.
• Primary Contact: Serve as the primary day-to-day contact for customers, ensuring timely and high-quality project delivery in collaboration with project management and product or LOB experts.
• Support: Offer first-level support to all customers, ensuring digital products function effectively and customers fully realize the platform’s benefits.
• Feedback Loop: Continuously gather customer feedback and share insights with the product development team to drive platform improvements.
• Onboarding and Integration: Lead the onboarding process for new customers, especially those involving third‑party equipment or specific solutions like PRESCRIBE, and collaborate with Norican LOB engineering and project management teams to address technical issues and questions.

What we offer

• Paid Time Off – Vacation, Sick & Holidays
• Paid Company Holidays
• 401k with Company Match (company contribution)
• Paid Life & AD&D Insurance
• Paid Short-Term and Long-Term Disability Coverage
• Medical insurance plans through Cigna (Open Access Plus and HDHP with HSA option)
• Dental and vision coverage
• Service Awards and Recognition for loyal service

Are you ready to take the next step in your career as a Customer Success Engineer? If you’re interested in joining a team that thrives on a balance of hands‑on customer service and disciplined sales execution, we’d love to hear from you. This is your opportunity to join a dynamic team where your skills will make a real impact.