Customer Success Representative (Buffalo, NY)

| Buffalo, NY
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The Big Picture

Howden is a global engineering business who focuses on providing clients with industrial products that help multiple sectors improve their everyday processes. Howden's core focus is on providing quality solutions for air and gas handling, and have over a century of experience in doing so. We are currently seeking a Customer Success Representative in the US to join our dynamic and fast-paced environment in the Aftermarket business. In this role you will be responsible to ensure customers achieve their intended operational outcomes by coordinating Howden resources and customer touchpoints throughout Uptime engagements and that customers become active advocates of the solution for other customers, increasing Howden's customer attachment penetration in the Americas.

What needs to be done?
  • Lead and coordinate internal and customer-facing activities resulting in conversion of Uptime projects to paid subscriptions.
  • Ensure customer satisfaction with Uptime service as measured by renewal of existing Uptime subscriptions.
  • Increase core business revenue from Uptime customers by identifying and supporting upsell and cross-sell opportunities surfaced through Uptime engagements.
  • Support and train customers on effective use of the Uptime solution resulting in high levels of customer engagement.
  • Translate complex operational data and insights, and technical rotating equipment analysis from experts into insights and actions the customers are able to derive value from.

What do you need to bring?

Essential Skills:
  • Minimum of 5 years' experience in B2B sales, customer service, or project management with energy or industrial customers.
  • Ability to understand and communicate implications of engineering calculations
  • Experience composing professional, customer-facing documents such as reports and presentations.
  • Effective in a variety of formal and informal presentation settings; one-on-one, small and large groups, inside and outside the organization.
  • Willingness to travel when required.
  • Expertise in SaaS project management and navigating large matrix organizations (internal and external).
  • Sales, customer success, customer support, or customer service experience.
  • Experience analyzing large sets of operational data and translating to actionable information
  • Passion for quantifying and delivering value to customers from service agreements and digital solutions.
  • Strong organizational skills and adept at indirect influence.

Desirable skills:
  • Experience with or exposure to air and gas handling processes, rotating equipment, or heavy industrial equipment.
  • Experience using Power BI, Tableau or other data analytics and visualization tools.
  • Business, Engineering or Computer Science degree.
  • Comfortable developing and testing new processes and strategies and leading in new business areas Broad knowledge of rotating equipment concepts and fundamentals.

What will you get in return?

We offer the right candidate, a great opportunity to develop professionally and personally in an international company, who is focused on delivering environmentally friendly products to the world. It's an opportunity to work for a global engineering organization in a challenging and dynamic role with great development opportunities. Furthermore, you will be a part of dedicated group of colleagues who value teamwork and collaboration.

About Us

Worldwide business - Liaise with our colleagues in 27 countries.

We offer global and local opportunities- 6000 employees and world leading engineers, who create cutting edge developments - You will be a part of over 160 years of innovation and development that continues today with our digital solutions. At Howden we have a strong corporate identity and purpose - You will be a member of our team, shaping the future of the world and tackling some of the most pressing issues facing the planet. Our products and organization are Revolving Around You - Our culture promotes individual development to enhance our most important asset - our people.
More Information on Howden
Howden operates in the Energy industry. The company is located in Medina, OH, Fairfield, OH, Connersville, IN, Springfield, MO and Houston, TX. Howden was founded in 2022. It has 5001 total employees. To see all 3 open jobs at Howden, click here.
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