Customer Success Lead

2 weeks ago

Richmond, British Columbia, Canada Wenco (a Hitachi Construction Machinery subsidiary) Full time
We are currently seeking a full-time Customer Success Lead to join our head office in Richmond, BC.

The Customer Success Lead looks into the technical and operational deployment and implementation of the particular product or service to the customer and leads the drive to extract optimal value to the customer.


Key Objectives:

  • Drive customer success by increasing the value in use of Wenco deployed technologies through providing best practice advice and guidance how to use the Wenco systems optimally
  • The creation of actionable intelligence of a customer's mining operation(s)by conducting detailed operational data analysis, audits, maturity assessments, training needs analysis and infield observation to improve overall mine operations and processes and behaviors
  • Conversion of the outcomes of audits, maturity assessments, training needs analyses in new and/or recurring revenue
  • Act as the Voice of the Customer, ensure there is a consistent feedback loop into Customer Support, Product Management and R&D teams by providing appropriate and accurate information/feedback that will assist in the resolution of tickets, development of features, correct prioritization/allocation of internal resources
  • Ensure that all customer and market data collected is stored in a format that enables Customer and Market intelligence and is Collected, Processed, Maintained and Managed in accordance with Wenco policies and guidelines, Customer agreements and the laws/regulations of the countries we operate in.

Qualifications:

  • 10 years Mining experience/and proven practical implementation of knowledge gained
  • 5+ years' experience with FMS, High-Precision, Machine / Asset Health and / or Mining Safety Products
  • 3+ years' technical experience in developing business reporting, advanced skills in data analysis with SQL and data mining.
  • Bachelor's degree in Information technology or systems, computer science, data science, engineering or equivalent
  • Experience working with operational datasets within the Mining Industry or similar industries
  • Exposure and experience with FMS solutions (Preferably Wenco solutions) supported by a proven ability to extract value from Operational Technology systems
  • Exposure and experience with Autonomous and Open Autonomy solutions will be advantageous
  • Ability to engage with all stakeholders effectively from Operator to Mine Manager
  • Essential to have the technical aptitude to interpret and respond to customer requirements, in addition to the soft skills to explain the benefits to management and sales teams.
Wenco advances the efficiency and safety of the world's surface mining equipment through our fleet management systems.

We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.

Wenco is an Equal Opportunity Employer.

Disclaimer
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