Technical CRM Operations Specialist bridging CRM execution with Data/Product teams for optimization. Managing data integration and automation strategies for gaming experiences at Patrianna.
About the role
- Customer Success Leader responsible for guiding the customer journey and ensuring satisfaction at Dematic. Leading the implementation of customer success strategies and demonstrating value in logistics solutions.
Responsibilities
- 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.
- Actively listen to customer feedback, understand their evolving needs, and foster their requirements internally.
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
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