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).