Customer Success Manager – Modular Mining

Location: Santiago, CL
Req ID: 28007
Onsite or Remote: Onsite Position

Customer Success Manager 

 

The Company 

Modular Mining Systems is the global leader in mine management technology and a wholly owned subsidiary of Komatsu Ltd. Our innovative technology powers mine operations in every corner of the globe.  The products we cultivate, the solutions we engineer and the service we deliver set us apart in the Mining Technology industry.

We’re more than a company, we’re a community of passionate, creative professionals striving toward a shared vision: to revolutionize the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation and encourages you to think big, share ideas and be yourself.

Job Purpose  

A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Customer Success Managers often provide Mining Services to customers with the goal to keep customers satisfied with the business’s products. Customer Success Managers may supervise customer success staff and report to a general manager.

 

   

Job Duties and Responsibilities 

  • Establish best practices and standards to provide an excellent customer experience.
  • The effective oversight of the Mining Services and training to enhance product Value in Use
  • The recruitment, retention, coaching and development of a Customer Success Team, motivated to and capable of delivering the Customer Success strategic objectives within the region.
  • Develop strategies and tactics to achieve sustainable healthy customer relationship measured by the NPS score.
  • Evaluate and analyze customer needs to uncover areas for possible improvement.
  • Acting as a visible figured for the relationship and success with customers building trust and transparency and maintaining a strong and contributory presence with key individuals from our customers.
  • Ensure effective and smooth onboard process for new clients.
  • Responsible to act as customer’s advocate ensuring customer feedback is heard and acted upon effectively and on due time.
  • Act as a trusted advisor encourages customers to maintain their products updated, to leverage from the new features and capabilities to address specific improvement opportunities or fix known issues.
  • The promotion of customer loyalty, continuously tracking on customer satisfaction levels and following up on contract’s expiration dates to prevent risk of future churn.
  • Building relationships: Build and maintain strong relationships with customers, understanding their needs and objectives to help them achieve success with the company's products or services.
  • Onboarding and implementation: Manage the onboarding process for new customers, ensuring that they are properly set up and trained on how to use the company's products or services.
  • Monitoring and measuring success: Monitor customer usage and performance data, analyze trends, and identify areas for improvement to help customers achieve their goals.
  • Customer retention: Work closely with customers to ensure that they remain satisfied with the company's products or services and address any issues or concerns they may have.
  • Upselling and cross-selling: Identify opportunities to upsell and cross-sell additional products or services to customers to help them achieve their goals.
  • Collaborating with other teams: Work closely with sales, marketing, and product teams to provide customer feedback and insights that can be used to improve the company's products or services.

 

Advanced skills

  • Knowledge of technologies such as, IT networking, internet technologies, web servers and XML
  • Experience with Customer Relationship Management (CRM) software such as, Salesforce
  • Minimum 2 years mining operations experience (and additional planning experience is preferred)
  • 5 Years customer service experience (including account manager experience) in a mining environment.
  • 3 Years’ experience applying software solutions in a mining environment.
  • 1 Year commercial experience (contracts, finance, management and negotiating) in the mining  industry at a senior level
  • Bachelor’s degree preferred in Mining Engineering
  • MBA Project Management desirable
  • Modular products and services training

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

 

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