Customer Success Advisor

The Customer Success Advisor manages the service delivery to Arkik customers, and the relationship with the customer in regards of assuring that the services offered by Arkik are delivered flawlessly and commitments are met in accordance to service agreements to assure customer retention and willingness to continue growing their business with the help of Arkik._

**Main Responsibilities**:

- **_Assure the satisfaction of the customers that are subscribed to the services offered by Arkik_**
- Provide technical advising to customers during the onboarding phase in coordination with the Business Development team and Quality technician teams to prepare the deployment of Arkik.
- Balance demand and resources (equipment, suppliers, internal personnel, etc.) to commit a delivery date with our customers
- Agree and manage go-live dates with our customers and deliver transparency on schedule changes
- Help customers on the development communication strategies to set the stage for the deployment of Arkik in their sites
- Effectively communicate with customers progress in the deployment plan, milestones achieved and roadblocks to mitigate
- Assure training to our customers to maximize usability of the product to be able to harvest targeted benefits in their Digital Transformation
- Manage the implementation plant of the Arkik suite in any of the packages that customer was subscribed and assure go-live dates with our customers
- Ensure Customer satisfaction in regards of the service delivered by the customer success analysts
- Manage after sales services and support and deliver key indicators to customers and stakeholders
- Maintain a regular communication with our customers to understand progress in the achievement of goals related to Arkik
- Achieve customers up-selling / cross selling services, such as subscription upgrades or consulting services, so they can continue harvesting benefits in their operations
- Develop an Arkik customer community to keep maintain engagement to Arkik’s value offer and continuous improvement

**Position Challenges**:

- **Management of the Customer success team**
- Assure a safety working environment for Arkik collaborators, contractors, and customer employees while Arkik deploys technical visits to their plants and during the plant turn over to Arkik Batch hardware
- Develop the required roles in the team in every track within the customer success team (change management, Arkik product deployment (Order, Plan, Dispatch, Batch, Certify and other modules) and product support and as well
- **Manage OPEX and CAPEX budgets related to the Customer Success business scope**
- Together with Admin teams manage the right assignment of costs in the financial systems both for purchase orders of services, parts and capex related expenses.
- Plan the supply of goods (spare parts, hardware) and work in collaboration with procurement and admin areas to assure the operative continuity of the Arkik deployment
- Keep track of performance metrics of the area to assure customer satisfaction and low churn rate (customer lifetime value, retention rate, churn rate, Customer Effort Score, Customer maturity evolution)
- **Support on the evolution of the Arkik platform**
- Gather from customer communities or surveys the required features or capabilities required in the platform that will help Arkik customers to continue improving their business outcomes
- Hand Customer feedback to product teams to maintain a current backlog of features to include in the product roadmapCollaborate with product teams on the development and validation of the user stories that will be included in the product and develop the required training materials and change management strategies to reach customers and to foster adoption of the features in the product

**Qualifications**:

- General
- Engineering (mechatronic, mechanical engineering, electrical engineering, electronic engineering, industrial engineering)
- Master (administration or engineering related)
- Capacity to work on admin or engineering areas
- Experience
- Experienced in the ready-mix industry
- 2 to 3 years on managing admin areas / maintenance areas
- Knowledge on concrete plant automation systems
- Knowledge on concrete dispatch systems
- Organizational skills
- Teamwork
- Customer Service oriented
- Effective communication
- Project management
- Results oriented
- Ability to manage change
- Functional skills
- Advance English

**Internal/External Relations**:
Internal:

- General management
- Business development area
- Administration areas
- Product management areas
- Customer success team - product adoption
- Customer success team - change management
- Customer success team - support management

External:

- Concrete producers (owners)
- Production managers
- Technical services managers
- Plant operators
- External vendors of plant equipment / automation hardware
- External vendors of services

**CEMEX Diversity and Inclusion Statement**:
At CEMEX, we recognize t