Customer Success Specialist

Customer Success Specialist

For over 80 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas.

Our specialties at Puffer-Sweiven include:

• Pressure Management
• Isolation Valves & Actuation
• Control Valves & Regulators
• Process Control & Safety Systems
• Oil & Gas Automation fiscal custody metering, controls, and SCADA
• Reliability Solutions & Services
• Specialty Pumps & Rotating Equipment
• Instrumentation
• Maintenance & Repair Services

Duties and Responsibilities:

• Serve as the primary point of contact for assigned customers, building trusted relationships to ensure long-term satisfaction and retention.
• Establish and maintain trusted, long-term customer relationships.
• Understand customer goals, challenges, and success criteria.
• Proactively engage with customers to understand their needs, promote adoption of Emerson systems and solutions, and identify opportunities for incremental services.
• Identify opportunities for account growth (upsell/cross-sell) in partnership with Sales.
• Support contract renewals and expansion initiatives.
• Demonstrate value through business reviews and performance reporting.
• Collaborate with Systems Integration teams to guide customers through the adoption and renewal of supported products and services, facilitating training and product updates.
• Monitor customer health metrics, including system performance and service delivery, to identify and address potential issues before they escalate.
• Provide feedback to internal teams on customer needs, market trends, and business development opportunities.
• Develop and deliver customer lifecycle plans to drive value realization and ensure alignment with customer objectives.
• Drive customer value and retention by:
• Monitoring customer health, usage, and engagement metrics.
• Proactively identify risks and opportunities to improve retention.
• Develop and execute success plans aligned with customer objectives.
• Act as a customer advocate within the organization, escalating issues to the appropriate teams when necessary and ensuring timely resolution to maintain positive customer engagement.
• Support internal training and process improvement initiatives to enhance the customer experience across the Systems Business Unit.
• Track and report on key customer success metrics.
• Maintain accurate records in CRM and customer success platforms.
• Continuously refine customer success processes and playbooks.

Key Performance Indicators (KPIs):

• Customer retention
• Customer satisfaction
• Product adoption and usage of metrics
• Renewal and expansion revenue
• Time-to-value and onboarding success

Qualifications:

Education/Knowledge/Personal Skills:

• 5-7 years of experience in customer success, account management, or a related customer-facing role, preferably in industrial automation or systems integration.
• Knowledge of Emerson systems and solutions (e.g., DeltaV, or other automation platforms) is highly preferred.
• Exceptional interpersonal and communication skills to maintain strong customer relationships.
• Balance multiple accounts and priorities while meeting deadlines.
• Proficiency with CRM tools and customer success platforms (SalesForce).

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.