Customer Success Associate - Digital Services

Job Title: Customer Success Associate, Digital Services

The Customer Success Associate will support the Digital Services team in establishing and executing customer success processes to institutionalize value delivery. The role will focus on enhancing customer value realization, driving adoption of digital solutions, improving customer satisfaction, and ensuring recurring business through effective account management and measurable business outcomes.

Key Responsibilities:

Customer Success

• Coordinate customer onboarding and ensure deployment of relevant solution features within predefined timelines.
• Deploy and train analytical models for relevant customer asset classes to deliver measurable business value.
• Monitor account health, solution adoption, customer satisfaction, and renewal opportunities.
• Manage relationships with key accounts and ensure consistent engagement throughout the customer lifecycle.
• Support sales and product teams by collecting customer feedback and translating it into actionable insights.
• Conduct product demonstrations and training sessions for customers and internal stakeholders.
• Provide Demos and Trainings to Customers and internal stakeholders
• Manage relationship with key accounts.
• Support businesses in tracking and ensuring solution adoption, customer satisfaction, renewals, and customer success

Analytics

• Quantify and report customer impact, operational improvements, and savings generated through digital solutions.
• Develop use cases, engineering hypotheses, and controlled experiments to validate improvement opportunities.
• Analyse customer operational data to identify performance gaps and recommend actionable improvements.
• Develop the asset specific fault tree and ML model with accuracy.

Metrics Tracking and Compliance:

• Track and enhance key metrics: Usage and Adoption levels, NPS, Customer Lifetime Value, Churn/ Retention rates.
• Monitor customer success activities and maintain structured records of customer engagements, actions, and outcomes.
• Prepare and disseminate periodic Management Information System (MIS) reports highlighting account health, value delivery, adoption, renewals, and key performance metrics.

Key Initiatives

• Periodically disseminate knowledge through MIS report
• Tracking of Competition Positioning and value delivery.
• Provide inputs for Product enhancement
• Represent Digital Services team in various internal forums and cross-functional groups

Qualification & Experience Required

Education

• Bachelor's degree in Engineering, preferably in Mechanical, Electrical, Industrial, or Production Engineering.

Experience

• Experience: 2 - 5 years
• Domain experience Specific to Industrial Utilities Like Compressor, HVAC, Cooling Tower, Heaters etc.
• Functional Exposure: Customer Success/ Service/ Analytics / Process for IoT/ SaaS solutions

Skillset Required

• Must have experience in Utility or Power operation, Efficiency and performance monitoring.
• Expertise in SaaS Solutions
• Deep understanding of Customer Success and Value Delivery mechanisms
• Customer/ Key Account Relationship Management
• Data analysis and data modelling
• Skilled in MS Office (PowerPoint and Excel)

Soft Skills

• Customer first value mindset with value creation focus
• Proficient communication skills
• Execution capability.
• Ability to collaborate with stakeholders across regions, SBUs and hierarchy
• Willingness to travel to customer and partner locations