Customer Success Leader
KION Group
full-time
Posted on:
Location Type: Office
Location: Grand Rapids • Missouri • Texas • United States
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Salary
💰 $130,000 - $190,000 per year
Job Level
About the role
- Define, implement, and continuously refine the approach and workflows for Customer Success within the new team.
- Ensure alignment with LSS and Dematic's overarching company goals.
- Own the responsibility for customer success and happiness.
- Ensure measurable value comes from Dematic solutions.
- Serve as the primary advocate and internal voice of the customer.
- Proactively lead all aspects of the full customer lifecycle and guide its progress.
- Ensure smooth flows across the new unit projects, business, and LSS.
- Take complete responsibility throughout implementation, launch, and ongoing operations.
- Guarantee customers grasp and successfully implement Dematic services and solutions.
- This includes explaining service benefits, supervising usage and adoption trends, and advising customers on how to improve performance and reduce operational issues.
- Collaborate with customers to clearly explain the value proposition and openly show the total cost of ownership of Dematic solutions.
- Build and implement plans for recognizing and providing ongoing improvement opportunities after launch.
- Build defined interaction checkpoints (e.g., pre-go-live, 60 days, 6 months, 1 year) to suggest optimization and improvement services, applying insights.
- Actively listen to customer feedback, understand their evolving needs, and foster their requirements internally to influence product roadmaps, service offerings, and sales strategies.
- Establish and lead robust internal feedback loops from customers to sales and product teams.
- Serve as a vital connection for selling. Influence sellers by providing deep customer context and demonstrating value.
- Work collaboratively with Account Managers (AMs) to alleviate their burden from project management tasks, allowing them to focus on strategic account growth.
- Coordinate essential metrics including service usage, adoption rates, parts consumption (e.g., support tickets, warranty claims, training usage, parts orders), and operational performance.
- Apply this data to provide actionable insights to customers and internal collaborators.
Requirements
- Bachelor’s degree or equivalent experience in Business, Engineering, Supply Chain Management, or a related field; MBA or Master's preferred.
- 10+ years of progressive experience in Customer Engagement, Account Coordination, Consulting Services, or a related customer-facing role within the automation, software, or industrial sectors.
- Deep understanding of sophisticated logistics, material handling systems, and software solutions.
- Demonstrated ability to drive customer outcomes, manage executive relationships, and navigate complex organizational structures.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
- Outstanding communication, presentation, and interpersonal skills, with the ability to effectively advocate for both Dematic and our customers.
- Experience with CRM software (e.g., Salesforce), Customer Success Platforms, and project management tools.
- Committed to achieving goals with a strong sense of ownership and urgency.
- 50% travel requirement to customer sites.
Benefits
- Career Development
- Competitive Compensation and Benefits
- Pay Transparency
- Global Opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer engagementaccount coordinationconsulting serviceslogistics systemsmaterial handling systemsdata analysisdata interpretationperformance metricsproject managementcustomer success strategies
Soft Skills
communication skillspresentation skillsinterpersonal skillsanalytical skillsadvocacycollaborationownershipurgencycustomer relationship managementinfluencing skills
Certifications
Bachelor's degreeMBAMaster's degree