INNIO Group
Customer Success Manager - Waukesha Engines
INNIO Group, Houston, Texas, United States, 77246
*** It has come to our attention that individuals misrepresenting themselves as recruiters of INNIO have been contacting job-seeking candidates regarding potential job opportunities with our company. You can confirm the legitimacy of a job posting by viewing INNIO's current openings here (https://jobs.jobvite.com/innio/jobs/alljobs). All legitimate job postings will require an application to be made directly on this job & application platform. ***DescriptionThe INNIO Advantage:By combining a rich legacy in the power and gas compression space with pioneering technology,
INNIO
brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow.We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future.INNIO Waukesha Engine
is the Original Equipment Manufacturer (OEM) of Waukesha Natural Gas Engines, founded in 1906 in Waukesha, Wisconsin. As an OEM of natural gas engines, Waukesha relies on its network of channel partners for the sales of new equipment, OEM remanufactured equipment and parts (reUp), model conversions and upgrade kits and maintenance parts. Waukesha’s channel partners package, overhaul, repair, commission, and service Waukesha equipment globally.Role SummaryThe
Customer Success Manager
(CSM) works closely with our channel Partners and end user customers to build strong, supportive relationships with them and their personnel across their assigned region.The
CSM
will work closely with the channel Partners within their region to support growth of their Waukesha business and will leverage branch-level channel connections to support Waukesha commercial initiatives, including assessing channel capabilities, assisting in the CPR KPI monitoring at the local branch level, and assisting the sales team in the launch of aftermarket marketing campaigns.The
CSM
will work with all functions within INNIO to facilitate transactions for the Partner in parts fulfillment, warranty, fleet programs, and technical issue resolution.Essential ResponsibilitiesHave 100% ownership and oversight for services execution for assigned Partners while working across all internal functions and in conjunction with Partner’s personnel to support parts fulfillment, warranty, fleet programs, issue resolution, technician training, systems training, and installed base support.Assist with onboarding and offboard of channel Partners, and assist in the channel audit program.Support assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume.Ownership of all assigned Partner service project/contract related execution.Coordinate support from local and remote teams to respond to inquiries on a timely basis.Support region Sales and Service team in execution of sales strategy for new units and services.Support execution of Partner’s flow parts orders and revenue plan.Help to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan.Assist Service Sales Manager in demand creation of new regional CM&U (Conversion Modifications & Upgrades) project opportunities or multi-year agreements as needed.Work with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns.Act as primary liaison for questions/concerns between end customer, Partner and HQ resources.Accelerate RCA resolution by proactively supporting internally to move organization towards conclusion.Support finance team in cash collection activities and Partner follow up as needed.Support NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback.Qualification Requirements:Bachelor’s Degree from an accredited college or university with a minimum of 5 years of experience in a customer facing role and technical background or equivalent knowledge/experience.Minimum of 3 years of professional experience in a customer service, key account support, contract and/or project management role in gas compression and/or power generation industry.Minimum of 1 year of experience working with Oracle ERP system.Ability and willingness to travel up to 30%, primarily within the assigned regions.Self-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely.Strong customer and interpersonal communication skills both written and verbal.Ability to work effectively and influence within cross functional teams.Computer knowledge and experience in MS Office, Outlook, Excel, etc.Ability to learn and adapt to new systems quickly.Passionate customer service orientation and customer advocate.Fluent in English.As an Equal Opportunity Employer,
INNIO
offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential.INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
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INNIO
brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow.We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future.INNIO Waukesha Engine
is the Original Equipment Manufacturer (OEM) of Waukesha Natural Gas Engines, founded in 1906 in Waukesha, Wisconsin. As an OEM of natural gas engines, Waukesha relies on its network of channel partners for the sales of new equipment, OEM remanufactured equipment and parts (reUp), model conversions and upgrade kits and maintenance parts. Waukesha’s channel partners package, overhaul, repair, commission, and service Waukesha equipment globally.Role SummaryThe
Customer Success Manager
(CSM) works closely with our channel Partners and end user customers to build strong, supportive relationships with them and their personnel across their assigned region.The
CSM
will work closely with the channel Partners within their region to support growth of their Waukesha business and will leverage branch-level channel connections to support Waukesha commercial initiatives, including assessing channel capabilities, assisting in the CPR KPI monitoring at the local branch level, and assisting the sales team in the launch of aftermarket marketing campaigns.The
CSM
will work with all functions within INNIO to facilitate transactions for the Partner in parts fulfillment, warranty, fleet programs, and technical issue resolution.Essential ResponsibilitiesHave 100% ownership and oversight for services execution for assigned Partners while working across all internal functions and in conjunction with Partner’s personnel to support parts fulfillment, warranty, fleet programs, issue resolution, technician training, systems training, and installed base support.Assist with onboarding and offboard of channel Partners, and assist in the channel audit program.Support assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume.Ownership of all assigned Partner service project/contract related execution.Coordinate support from local and remote teams to respond to inquiries on a timely basis.Support region Sales and Service team in execution of sales strategy for new units and services.Support execution of Partner’s flow parts orders and revenue plan.Help to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan.Assist Service Sales Manager in demand creation of new regional CM&U (Conversion Modifications & Upgrades) project opportunities or multi-year agreements as needed.Work with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns.Act as primary liaison for questions/concerns between end customer, Partner and HQ resources.Accelerate RCA resolution by proactively supporting internally to move organization towards conclusion.Support finance team in cash collection activities and Partner follow up as needed.Support NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback.Qualification Requirements:Bachelor’s Degree from an accredited college or university with a minimum of 5 years of experience in a customer facing role and technical background or equivalent knowledge/experience.Minimum of 3 years of professional experience in a customer service, key account support, contract and/or project management role in gas compression and/or power generation industry.Minimum of 1 year of experience working with Oracle ERP system.Ability and willingness to travel up to 30%, primarily within the assigned regions.Self-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely.Strong customer and interpersonal communication skills both written and verbal.Ability to work effectively and influence within cross functional teams.Computer knowledge and experience in MS Office, Outlook, Excel, etc.Ability to learn and adapt to new systems quickly.Passionate customer service orientation and customer advocate.Fluent in English.As an Equal Opportunity Employer,
INNIO
offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential.INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
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