Customer Success Product Manager

We are seeking an experienced Customer Success Product Manager on a permanent basis from our Manchester offices on a hybrid model.

• Strategic ownership of the E1 Customer Success business model (within Hilti we refer to Life Cycle Management) in Fleet Management & On Track together with the global Competence Center, BUs & CX initiative & the E1 markets.
• Definition and implementation of a roadmap to bring LCM live and into alignment with the global blueprint.
• Continuous work on improvements and delivery of trainings to increase & proof the impact of an effective strategy for customer engagement measured by a high LCM execution performance, churn reduction and customer satisfaction.
• Matrix-leadership of the cross-functional project teams involving the local project leads and care teams as well as relevant sales roles (e.g. Solution Manager in case of ISS attached to this role).

Conceptual design & development of an effective strategy for customer engagement :

• Formulating an impact action plan and working closely with the E1 markets on improving existing customer engagement approaches with a focus on high quality of care interactions and a clear separation of sales vs. care activities (e.g. by redefinition / reassignment of care activity and by improvement of the implementation quality).
• Negotiating investments and changes with the E1 leadership team to ensure step-by-step evolution towards the ideal organizational setup considering the market differences in the maturity and ability to invest.
• Ensuring existence and implementation of an LCM steering process by providing a steering process, tools and competence trainings to the relevant team leads.
• Delivering of communication & training materials to the market teams in order to ensure continuous competence build-up of LCM roles.

Optimization & implementation of tools (e.g. Work Flow Management in SFDC):

• Collaborating and supporting the global CC & the global product owner (within MR) with improvement suggestions and requests to ensure effective & efficient execution of LCM activities.
• Supporting E1 markets on system settings and setup in SFDC to ensure care activities are automatically populated according to the defined MO blueprint & target customer selection.

• Collaborating and steering effectively in two directions, the market organization in order to drive execution and mindset change and the global teams in order to ensure E1 needs and suggestions are considered and given priority.
• Orchestration of knowledge transfers as trainer & facilitator to support the competence build-up in form of trainings as well as facilitation of the exchange.
• Steering, challenging and supporting the E1 project teams in order to achieve committed, measurable targets.

What you need is:

• Demonstrable experience in B2B solution selling or customer success management
• High orientation towards customer experience / satisfaction (ideally proofed results e.g. low churn rate)
• Experience in product or project management desirable as indicators for strong analytical skills, conceptual strength & strategic thinking ability
• Excellent business acumen and high affinity for software and services
• Ability to bridge the gap between vision and operational execution / change management
• Good power point skills, good presenter and facilitator with empathy and team orientation
• Very good communication skills in English across different hierarchies
• Proactive attitude with the ability to move forward in a complex matrix organization

We are looking for an experienced Product Manager or Customer Success Manager who is passionate about B2B Solution selling from a Tech background.

We really value our people and we've worked hard to develop a competitive reward package that reflects this.

Some of the benefits we offer include:

• Genuine career advancement (more than 80% of all leadership roles are filled internally)
• Competitive salary and above-average performance bonus
• 6% employer pension contributions
• Private Health Insurance and Employee Assistance Programme
• 33 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
• Paid leave to work on charitable projects
• Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
• Hilti branded vehicle with fuel card
• Demonstrable experience in B2B solution selling or customer success management
• High orientation towards customer experience / satisfaction (ideally proofed results e.g. low churn rate)
• Experience in product or project management desirable as indicators for strong analytical skills, conceptual strength & strategic thinking ability
• Excellent business acumen and high affinity for software and services
• Ability to bridge the gap between vision and operational execution / change management
• Good power point skills, good presenter and facilitator with empathy and team orientation
• Very good communication skills in English across different hierarchies
• Proactive attitude with the ability to move forward in a complex matrix organization

We really value our people and we've worked hard to develop a competitive reward package that reflects this.

Some of the benefits we offer include:

• Genuine career advancement (more than 80% of all leadership roles are filled internally)
• Competitive salary and above-average performance bonus
• 6% employer pension contributions
• Private Health Insurance and Employee Assistance Programme
• 33 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
• Paid leave to work on charitable projects
• Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
• Hilti branded vehicle with fuel card