Customer Success & Value Realization

• Own the post-sale customer relationship for assigned digital accounts within your segment serve as the primary EGIC point of contact for adoption value delivery and ongoing engagement.
• Drive structured onboarding and user enablement to accelerate time-to-value after deployment.
• Track and report customer value realization (TVD) using usage analytics dashboards and outcome metrics translating data into compelling value narratives for customers and internal stakeholders.
• Conduct regular business reviews with customers presenting realized value usage trends and actionable recommendations to strengthen engagement and deepen program adoption.

Account Growth & Expansion Support

• Partner with field sales representatives to identify and pursue upsell cross-sell and multi-site replication opportunities within existing accounts.
• Build account plans that map digital adoption potential across customer sites programs and stakeholder groups within your assigned segment.
• Support field sales in shaping outcome-based value propositions and ROI business cases tailored to the segments operating environment and KPIs.
• Contribute to digital conversion efforts by scoring customer readiness and recommending targeted adoption plays for hardware-only or underutilized accounts.

Retention & Renewal Management

• Monitor customer health through usage signals engagement patterns and satisfaction indicators proactively flagging and mitigating churn risk.
• Own renewal execution for assigned accounts ensuring timely renewals and minimizing revenue leakage.
• Develop and execute recovery plans for at-risk accounts in coordination with product service and field teams.

Stakeholder & Cross-Functional Collaboration

• Engage customer stakeholders relevant to your segment plant operations quality EHS engineering procurement infection prevention or facility management to build multi-threaded relationships and deepen digital adoption.
• Collaborate with product service implementation and field sales teams to ensure seamless customer experiences from deployment through expansion.
• Share customer feedback competitive intelligence and adoption insights to inform product direction and go-to-market strategy for your segment.
• Maintain disciplined CRM hygiene accurate account health records and transparent pipeline/forecast inputs.

Required Qualifications

• 48 years of experience in B2B account management customer success or consultative commercial roles in one or more of the following industries:

Water: Industrial water treatment utilities power chemicals or heavy manufacturing.

F&B Hygiene: Food & beverage processing dairy brewing CIP operations or food safety/quality.

Institutional & Specialty: Healthcare hospitality life sciences facility management or institutional cleaning/hygiene.

• Strong understanding of digital products and platforms (SaaS connected devices remote monitoring analytics automation) and how they create measurable customer value.
• Demonstrated ability to manage customer relationships drive adoption and articulate value realization with data.
• Experience engaging multiple stakeholder levels in customer environments from frontline operators to engineering quality and facility leaders.
• Ability to build ROI-based value stories and communicate both technical and commercial outcomes clearly.
• Strong communication presentation and relationship management skills.
• Bachelors degree in Engineering Business Food Technology Chemistry Life Sciences or a related field (or equivalent professional experience).

Preferred Qualifications

• Experience in customer success account management or commercial roles within digital/IoT environments including driving adoption onboarding and change management.
• Domain knowledge relevant to your target segment:

Water: Cooling towers boilers RO/UF wastewater treatment and associated operational KPIs.

F&B Hygiene: CIP systems sanitation protocols food safety compliance (HACCP FSMA) and production hygiene KPIs.

Institutional & Specialty: Infection prevention laundry/housekeeping operations water management in healthcare/hospitality or specialty chemical applications.

• Comfort with data-driven customer engagement: leveraging dashboards usage metrics and value realization reports to drive conversations and demonstrate impact.
• Understanding of recurring revenue levers onboarding user enablement usage analytics renewal/expansion motions and how they compound long-term commercial outcomes.
• CRM proficiency (e.g. Salesforce) with strong discipline around account health tracking and forecast accuracy.
• Ability to work effectively in a matrixed globally distributed organization and influence outcomes without direct authority.