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Puffer-Sweiven

Customer Success Manager

Puffer-Sweiven

Location
Onsite (Stafford, TX)
Employment
Full-time
Level
Senior Level
Posted 3 days ago

About the Role

Puffer-Sweiven, a leader in process control and automation for over 80 years, seeks a Customer Success Manager to ensure client satisfaction and retention. This role focuses on building strong relationships and identifying growth opportunities within the industrial automation sector.

Skills

Customer Success Management Account Management Customer Retention Upselling Cross-selling CRM Proficiency Salesforce Interpersonal Communication Industrial Automation Systems Integration Business Review Reporting Customer Lifecycle Planning Performance Metrics Tracking Customer Advocacy Account Growth Relationship Building

Full job details

Company Description:

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. 

Specialties: 

As an Emerson Impact Partner, we offer a broad base of superior solutions including the top product lines for a given application. 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. Deliver Growth & Expansion:
  • 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.
  • Reporting & Continuous Improvement
    • 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 to maintain strong customer relationships.
    • Balance multiple accounts and priorities while meeting deadlines.
    • Proficiency with CRM tools and customer success platforms (SalesForce).