Customer Success Lead

3 months ago

Lively, Canada Epiroc Careers Full time

**Customer Success Lead**

**JOB SUMMARY**:
**RESPONSIBILITIES**:
Responsibilities of this role consists of but are not limited to the below:

- Responsible for leading a dynamic team of highly skilled IT professionals
- Responsible for securing excellent customer relations
- Responsible for managing a service budget for the team with full cost recovery
- Establishing a project management team capable of leading Digital Solutions deployments
- Establishing an IT Support team capable of remote support for both digital and automation projects according to agreed customer support Service Levels.
- Responsible for managing internal and customer project budgets for deployments and support
- Together with your team:

- Support the customer in using the Epiroc Digital solutions to the fullest and reaching the functionality goals
- Manage change requests for each customer and communicate them to Digital Development and Product Portfolio teams at the Product Companies.
- Coordinate, and then execute locally the on-site implementation of software fixes, upgrades and or system setup together with the local Project engineering team and the Product Company operations team.
- Assist in Support and Maintenance providing training on-site to fully use the system potential as part of customer care / success. Liaise with Local Sales Manager on sales opportunities
- Responsibility for ongoing customer maintenance and support activities including follow up on Support Tickets Status and outstanding customer action items during re-occurring touchpoints.
- Identify and communicate to local team on sales opportunities for product upsells, technical services and or consultations or training
- Project management support for field installations or product deployment

**KNOWLEDGE, SKILLS AND ABILITIES**:

- Bachelor in Mechatronics Engineering, Computer Science, Computer Engineering, Information Technology or similar
- Project management certification and experience
- Strong presentation skills along with good communication skills
- Highly developed analytical skills
- Good team and leadership skills
- Bilingual is an asset

**EXPERIENCE**:

- At least 5 years of relevant work experience

*** Additional tasks and duties may be required**

**United. Inspired**. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders.

We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.

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