Customer Success Manager Americas

Title: Customer Success Manager Americas

Reports to: Senior CSM

Role Scope: 0 Reports (current)

Main Purpose: To be a strategic and supportive partner for our customers at every stage of their buying process. Responsible for a positive customer experience, foster a healthy working relationship between our sales and operations teams to ensure our customers get a tangible ROI. Deliver great results for our customers, build “Customers for life”

Key Responsibilities:

Business Development

  • Lead “discovery phase” for LineView system trials and be able to demonstrate tangible benefits of the system to meet site operational improvement needs
  • Relentless looking for improvements, utterly focussed on the customers success…. continually identify machine and line improvement opportunities, devise and sell into customers a road map of services to improve OEE
  • Support conversion of new business opportunities working closely with Key Account Management and Sales Engineers
  • Attend and support at trade-shows and fairs to generate new leads and highlight new business features to existing clients
  • Conduct regular account review on system usage to bring key insights to the surface and drive change
  • Support product development funnel by feeding into development Hopper based on customer insights gained and general market knowledge
  • Contribute content for the LVS Academy website, i.e. case studies, courses, lessons, flashcards, and quizzes
  • Generate case studies and get testimonials from customers
  • Measure and evaluate customer satisfaction with LV at site level and help our customers  
  • Dedicated account management for selected key accounts at site operational level

Account & Stakeholder Management

  • Develop “trusted partner” relationships, finding solutions to their problems
  • Manage a transformational improvement journey maintaining strong, clear communication across multiple stakeholders. Set up key delivery milestones
  • Help support pilot project delivery, including customer relationship, delivery schedule, internal stakeholder, subcontractor management, budget control
  • Feedback to the appropriate team regarding project progress and likelihood of any negative deviance to plan
  • Provide effective communication to both internal project, external stakeholders and all team members to ensure everyone involved in the project is aware how it is performing
  • Comply with and provide data to input into the departmental and business level KPIs
  • Ensure that contractual obligations and requirements are met concerning all elements of the operational support service delivery
  • Feedback customer concerns, development ideas, and technical issues to the relevant LineView Solutions department for resolution
  • Actively contribute to or lead regular Conference Calls with clients to ensure a smooth implementation and after-care of our services
  • Manage key stakeholder relationships pre-post project sign-off by resolving or forwarding any technical issues, working closely with project management
  • Carry out User Acceptance Tests (UAT) and feedback to development team

Operational Implementation Support

  • Design and deliver operational improvement change programmes utilising LOE tools and industry best practice to deliver sustainable improvements
  • Carry out deep data analysis of customer’s LV & Reporting systems and generate tangible insights and improvement actions
  • Design and deliver remote and on-site training for all LineView Solutions products and operational improvement support to coach and provide insights for improvement to maximise the customer ROI
  • Coach and support customer in the deeper level analyses and interpretation of data from LineView and EnterpriseView
  • Incorporate data from LineView Solutions systems in customer’s existing operational review meetings
  • Coach and assist the customer to implement the relevant meetings (structure and process) utilising information from the LineView systems to improve performance
  • Deliver on-site audits and training workshops in Line Balance Optimisation (LBO), SMED, Machine Improvement Projects, etc.
  • LineView software implementation governance and operational auditing

Qualifications:

  • University educated

Person specification

Ideal profile: An instantly credible “operational expert”. A practical operations manager –  i.e. someone who has real production management experience and continuous improvement (CI) knowledge and experience at either shift management/production manager/ ops manager level looking for a career change.

Required
Leadership experience in FMCG manufacturing
Expert in LOE tools
Data analysis skills, how to use i
Automated production lines experience (preferably FMCG)
Team leadership, people management
Continuous Improvement “mindset” application – factory KPIs and improvements
Planned downtime management
Strong communication skills
Knowledge of relevant improvement meetings (SIC, Daily production meeting, Shift Handovers, Weekly Reviews)
Presentation and training skills                
Preferred
Formal Lean Manufacturing qualification
Bilingual – Ability to speak fluent English and preferably Spanish
Project management experience  
Desired
Knowledge of Theory of Constraints (TOC)
Formal six sigma qualification – green belt level
NLP qualification
   
Why Work at LineView Solutions

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