Company
AccountManagement&CustomerSuccess–DigitalSolutions
Neural analysis suggests this role is
optimal for Mid candidates.
“Account Management & Customer Success – Digital Solutions. Skills: Customer Success, Account Management, Digital Solutions. Own the post-sale customer relationship for assigned digital accounts within your segment – serve as the primary EGIC point of contact for adoption, value delivery, and ongoing engagement.. Drive structured onboarding and user enablement to accelerate time-to-value after deployment.”
What You'll Achieve.
accelerate time-to-value after deployment; Track and report customer value realization (TVD); strengthen engagement; deepen program adoption; identify and pursue upsell, cross-sell, and multi-site replication opportunities; map digital adoption potential; Support field sales in shaping outcome-based value propositions and ROI business cases; scoring customer readiness; recommending targeted adoption plays; proactively flagging and mitigating churn risk; ensuring timely renewals; minimizing revenue leakage; build multi-threaded relationships; deepen digital adoption; ensure seamless customer experiences; inform product direction and go-to-market strategy; Maintain disciplined CRM hygiene, accurate account health records, and transparent pipeline/forecast inputs.
What They're Looking For.
Must Have
4–8 years of experience in B2B account management, customer success, or consultative commercial roles in one or more of the following industries: Water: Industrial water treatment, utilities, power, chemicals, or heavy manufacturing. F &B Hygiene: Food & beverage processing, dairy, brewing, CIP operations, or food safety/quality. Institutional & Specialty: Healthcare, hospitality, life sciences, facility management, or institutional cleaning/hygiene., understanding of digital products and platforms (SaaS, connected devices, remote monitoring, analytics, automation) and how they create measurable customer value., Demonstrated ability to manage customer relationships, drive adoption, and articulate value realization with data., Experience engaging multiple stakeholder levels in customer environments – from frontline operators to engineering, quality, and facility leaders., Ability to build ROI-based value stories and communicate both technical and commercial outcomes clearly., communication, presentation, and relationship management skills., Bachelor’s degree in Engineering, Business, Food Technology, Chemistry, Life Sciences, or a related field (or equivalent professional experience).
Nice to Have
Experience in customer success, account management, or commercial roles within digital/IoT environments – including driving adoption, onboarding, and change management., Domain knowledge relevant to your target segment: Water: Cooling towers, boilers, RO/UF, wastewater treatment, and associated operational KPIs. F &B Hygiene: CIP systems, sanitation protocols, food safety compliance (HACCP, FSMA), and production hygiene KPIs. Institutional & Specialty: Infection prevention, laundry/housekeeping operations, water management in healthcare/hospitality, or specialty chemical applications., Comfort with data-driven customer engagement: leveraging dashboards, usage metrics, and value realization reports to drive conversations and demonstrate impact., Understanding of recurring revenue levers – onboarding, user enablement, usage analytics, renewal/expansion motions – and how they compound long-term commercial outcomes., CRM proficiency (e. g. , Salesforce) with discipline around account health tracking and forecast accuracy., Ability to work effectively in a matrixed, globally distributed organization and influence outcomes without direct authority.
What You'll Do.
Own the post-sale customer relationship for assigned digital accounts within your segment – serve as the primary EGIC point of contact for adoption
and ongoing engagement.
Drive structured onboarding and user enablement to accelerate time-to-value after deployment.
Track and report customer value realization (TVD) using usage analytics
and outcome metrics – translating data into compelling value narratives for customers and internal stakeholders.
Conduct regular business reviews with customers
presenting realized value
and actionable recommendations to strengthen engagement and deepen program adoption.
Partner with field sales representatives to identify and pursue upsell
and multi-site replication opportunities within existing accounts.
Build account plans that map digital adoption potential across customer sites
and stakeholder groups within your assigned segment.
Support field sales in shaping outcome-based value propositions and ROI business cases tailored to the segment’s operating environment and KPIs.
Contribute to digital conversion efforts by scoring customer readiness and recommending targeted adoption plays for hardware-only or underutilized accounts.
Monitor customer health through usage signals
and satisfaction indicators – proactively flagging and mitigating churn risk.
Own renewal execution for assigned accounts
ensuring timely renewals and minimizing revenue leakage.
Develop and execute recovery plans for at-risk accounts in coordination with product
Engage customer stakeholders relevant to your segment – plant operations
or facility management – to build multi-threaded relationships and deepen digital adoption.
Collaborate with product
and field sales teams to ensure seamless customer experiences from deployment through expansion.
Share customer feedback
competitive intelligence
and adoption insights to inform product direction and go-to-market strategy for your segment.
Maintain disciplined CRM hygiene
accurate account health records
and transparent pipeline/forecast inputs.
How You'll Work.
Team & Collaboration
Partner with field sales representatives to identify and pursue upsell, cross-sell, and multi-site replication opportunities within existing accounts.; Collaborate with product, service, implementation, and field sales teams to ensure seamless customer experiences from deployment through expansion.; Share customer feedback, competitive intelligence, and adoption insights to inform product direction and go-to-market strategy for your segment.; Develop and execute recovery plans for at-risk accounts in coordination with product, service, and field teams.; Engage customer stakeholders relevant to your segment – plant operations, quality, EHS, engineering, procurement, infection prevention, or facility management – to build multi-threaded relationships and deepen digital adoption.
Communication Scope
communication skills; presentation skills; relationship management skills
Full Job Description
# Key Responsibilities ## Customer Success & Value Realization * Own the post-sale customer relationship for assigned digital accounts within your segment – serve as the primary EGIC point of contact for adoption, value delivery, and ongoing engagement. * Drive structured onboarding and user enablement to accelerate time-to-value after deployment. * Track and report customer value realization (TVD) using usage analytics, dashboards, and outcome metrics – translating data into compelling value narratives for customers and internal stakeholders. * Conduct regular business reviews with customers, presenting realized value, usage trends, and actionable recommendations to strengthen engagement and deepen program adoption. ## Account Growth & Expansion Support * Partner with field sales representatives to identify and pursue upsell, cross-sell, and multi-site replication opportunities within existing accounts. * Build account plans that map digital adoption potential across customer sites, programs, and stakeholder groups within your assigned segment. * Support field sales in shaping outcome-based value propositions and ROI business cases tailored to the segment’s operating environment and KPIs. * Contribute to digital conversion efforts by scoring customer readiness and recommending targeted adoption plays for hardware-only or underutilized accounts. ## Retention & Renewal Management * Monitor customer health through usage signals, engagement patterns, and satisfaction indicators – proactively flagging and mitigating churn risk. * Own renewal execution for assigned accounts, ensuring timely renewals and minimizing revenue leakage. * Develop and execute recovery plans for at-risk accounts in coordination with product, service, and field teams. ## Stakeholder & Cross-Functional Collaboration * Engage customer stakeholders relevant to your segment – plant operations, quality, EHS, engineering, procurement, infection prevention, or facility management – to build multi-thread
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