Customer Success Manager

About Us:

GS Systems, Inc. is the parent company of Swan-Black, LLC. We have been in business for 35 years and located in our current Brookfield, WI offices since 2005. Swan-Black is the specialized, advanced industrial analytics software arm of GS offering cloud-based solutions from SEEQ and Timeeseer.AI combined with professional Customer Success services.

Swan-Black has been a Seeq Certified Partner since 2019. Seeq is a self-service advanced analytics platform for time series data in process manufacturing. We are a dedicated team of project managers, engineers, and computer science specialists focused on helping industrial customers analyze and act on their wealth of process and business data. We uncover the insights needed to improve quality and safety, save energy and resources, and make processes easier to manage.

Swan-Black has been recognized as a top Seeq partner in 2021, 2022, and 2023. In April 2024, Seeq appointed Swan-Black as the first ever Master Industry Value-Added Reseller (VAR) for the Food & Beverage Industry, globally. Our mission is to help empower organizations with the right data, in the right context, to drive operational efficiencies and achieve full insight into operational performance.

Our focus is on process manufacturers within the F&B, Food Science, and pharmaceutical industry verticals facing the challenge of taming large volumes of process or time-series data. We specialize in applying context to process data in ways that can be hard to realize in traditional trend, BI, or office software tools and we deliver advanced or predictive analytic solutions tailored to customer needs. Our high touch-point Customer Success Programs are designed to deliver sustainable, scalable, and profitable business outcomes to F&B organizations worldwide.

Propelled by the trends of the Industrial Internet of Things (IIoT) and digital transformation sweeping across the global manufacturing landscape, we seek to promote our advanced analytics solutions combined with Customer Success services to help drive value for our customers with global manufacturing operations.

Job Description:

What you’ll do:

As a Customer Success Manager (CSM), you will be a strategic partner and advocate for our customers, ensuring they maximize value from their Seeq or Timeseer.AI investment. You will drive adoption, engagement, and retention, helping customers align their business objectives with actionable use cases. Your role is critical in fostering long-term relationships, identifying expansion opportunities, and ensuring customers realize tangible business impact through SEEQ. The mission of Customer Success is to partner with customers to deliver sustainable, scalable, and profitable business outcomes.

You will lead customers’ journey with Seeq or Timeseer.AI, from launch to renewal, driving user engagement and adoption by:

• Monitoring and maintaining customer health
• Facilitating account reviews
• Advocating for product enhancements to improve customer experienc
• You will be the customer focal point into Seeq or Timeseer.AI, proactively sharing resources and engaging proper personnel to support customer goals

Flexibility is essential. It will be incumbent on the Customer Success Manager to ensure adequate delivery across all Customer Success Engineers and Analytics Engineers. Daily tasks will vary with the needs of our customers and may include: analyzing customer processes, exploratory data analysis, and solution development alongside assisting with installations, facilitating end user training, and ongoing application support.

Your Responsibilities:

1. Strategic Account Management:

a. Manage 2-4 key customer accounts, ensuring their long-term success by executing the high-touchpoint customer success plans developed by Swan-Black.

b. Act as a trusted advisor, helping customers navigate their journey and align the platform to their business objectives.

c. Conduct regular reviews to assess progress, drive deeper engagement, and identify opportunities for continued growth.

2. Adoption & Value Realization:

a. Lead efforts to ensure successful adoption, driving user engagement and best practices across customer teams.

b. Identify and support high-value use cases that demonstrate the platform’s ability to solve business challenges, leading to measurable value realization.

c. Ensure customers are receiving consistent value from their investment, proactively identifying areas for improvement and optimization.

3. Expansion & Renewals:

a. Identify opportunities for account growth, including license expansion, new use cases, and services engagement.

b. Work closely with sales teams to drive renewals and secure long-term partnerships.

4. Day-to-Day Project Management & Execution:

a. Oversee the execution of customer projects, ensuring that implementation, configurations, and deployments are completed on schedule and aligned with customer goals.

b. Manage customer requests, ensuring seamless communication, timely delivery, and resolution of any issues.

c. Collaborate with CSEs for technical support when needed, ensuring customer satisfaction is consistently met.

5. Collaboration with CEM and Sales Teams:

a. Partner with the Customer Engagement Manager (CEM) to align day-to-day project goals with the broader strategic initiatives for each account.

b. Work alongside sales teams to identify expansion opportunities and ensure ongoing renewals, driving customer growth and retention.

6. Customer Advocacy & Continuous Improvement:

a. Gather and share customer feedback, ensuring their voice is heard within the organization and contributing to product enhancements.

b. Ensure customers are fully equipped with the resources they need, including training sessions and product updates, to maximize their use of SEEQ.

7. Cross-Functional Collaboration:

a. Partner with CSEs, CEM, and leadership to ensure seamless customer experiences and effectively communicate account health

b. Support pre-sales efforts by providing insights into customer success stories and best practices.

What you bring:

A positive attitude, curiosity, and excitement for the value locked away in data are essential. Those traits can come from many backgrounds, but the following criteria will tend to support those traits well in our work:

• 5 years of experience with industrial process data or business analytics
• Educational background in Computer Science, IT, Engineering (Mechanical, Industrial, Electrical, Chemical, or Systems), Applied Mathematics, Statistics, Data Analytics, Information Systems or similar
• You are regarded as one that ‘adds energy’ to everyone and every project you work on
• You possess a high level of project management and organizational skills
• You are detail oriented and stay on top of action items and important information.
• You have self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance
• You are adept at change management and thrive in an ever-changing and fast-paced environment
• You enjoy interacting with and delighting customers with a positive attitude and professionalism as an ambassador for Swan-Black
• Excellent communication skills, evidenced by your ability to establish influential relationships with teams across disciplines and personas
• You are constantly finding ways to perfect your craft. You listen, and you know how to make your ideas heard without turning people off
• Previous experience working with Time-Series or Process data to address challenges in an industrial environment.
• Hands on work with an enterprise historian like OSIsoft PI, Wonderware Historian, Rockwell FactoryTalk Historian, eDNA, GE Proficy, Siemens SIMATIC, AspenTech, InfoPlus 21, Honeywell PHD, or similar is a HUGE plus.
• Comfort with presentation and communication. Able to tailor a message to communicate effectively with top executives, technical experts, operational teams, and everyone in between.
• Demonstrated history of managing customer relationships and solving customer problems. Able to translate stated and implied needs into detailed specifications.
• Skills with and an appetite to learn modern analytic software products and tools for solving real-world challenges. Scripting or programming experience with Python, R, Matlab, or SQL are nice to have. Tableau, Power BI, Qlikview or other BI tool experience is also useful.

Job Type: Full-time

Pay: $100,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Brookfield, WI 53045: Relocate before starting work (Required)

Work Location: In person

Salary : $100,000 - $125,000