Customer Success Manager (senior profile)

Presales & Solution Consulting

• Support the sales process with manufacturing and solution expertise
• Lead customer discovery sessions and needs analyses focused on product costing and carbon footprint assessment across different manufacturing processes and use cases
• Translate customer requirements into tailored solution concepts, including value propositions, scope definitions, and configuration/customization approaches
• Deliver product demonstrations and presentations to both technical and business stakeholders
• Answer functional and technical customer questions related to manufacturing costing logic, software capabilities, feasibility, and data flows
• Support RFP/RFQ processes and contribute to proposal creation with clear assumptions, scope boundaries, and solution definitions
• Capture customer and market feedback and identify gaps, opportunities, and future improvements

Customer Success & Implementation

• Become part of the team responsible for rolling out B2B enterprise software solutions to customers in the automotive and manufacturing industries, primarily within German-speaking markets
• Develop expert-level knowledge of the Tset software, including its features, functionalities, and user perspective
• Identify customer business needs and use cases, and design and implement suitable solutions within Tset
• Use software APIs for intermediate configuration and customization tasks, such as data imports and report creation
• Lead and facilitate customer workshops and discussions to ensure optimal solution design and proactive expectation management
• Build and maintain strong customer relationships, serving as the main point of contact for concerns, escalations, and ongoing communication
• Collaborate cross-functionally to ensure customer issues and tickets are tracked and resolved efficiently
• Analyze customer usage data to identify improvement opportunities and enhance the customer experience

Project Management & Cross-Functional Collaboration

• Define project scope, objectives, timelines, and resource requirements
• Develop and manage detailed project schedules while taking ownership of project execution and controlling responsibilities
• Collaborate closely with Sales, Product Development, and Customer Success teams to ensure strong internal alignment and smooth project handovers
• Ensure clear communication and coordination between internal teams and customers throughout project delivery and implementation phases