Sr. Customer Success Manager-TSET

Presales & Solution Consulting

• Support the sales process with manufacturing and solution expertise
• Lead customer discovery sessions and needs analyses focused on product costing and carbon footprint assessment across different manufacturing processes and use cases
• Translate customer requirements into tailored solution concepts, including value propositions, scope definitions, and configuration/customization approaches
• Deliver product demonstrations and presentations to both technical and business stakeholders
• Answer functional and technical customer questions related to manufacturing costing logic, software capabilities, feasibility, and data flows
• Support RFP/RFQ processes and contribute to proposal creation with clear assumptions, scope boundaries, and solution definitions
• Capture customer and market feedback and collaborate with Product Management to identify gaps, opportunities, and future improvements

Customer Success & Implementation

• Become part of the Customer Success team responsible for rolling out B2B enterprise software solutions to customers in the automotive and manufacturing industries, primarily within German-speaking markets
• Develop expert-level knowledge of the Tset software, including its features, functionalities, and user perspective
• Identify customer business needs and use cases, and design and implement suitable solutions within Tset
• Use software APIs to perform simple to intermediate configuration and customization tasks, such as data imports and report creation
• Lead and facilitate customer workshops and discussions to ensure optimal solution design and proactive expectation management
• Build and maintain strong customer relationships, serving as the main point of contact for concerns, escalations, and ongoing communication
• Collaborate closely with Customer Support and Product Management to ensure customer issues and tickets are tracked and resolved efficiently
• Analyze customer feedback and usage data to identify improvement opportunities and enhance the overall customer experience

Project Management & Cross-Functional Collaboration

• Define project scope, objectives, timelines, and resource requirements
• Develop and manage detailed project schedules while taking ownership of project execution and controlling responsibilities
• Collaborate closely with Sales, Product, Development, and Customer Success teams to ensure strong internal alignment and smooth project handovers

Ensure clear communication and coordination between internal teams and customers throughout project delivery and implementation phases

Requirements

Technical & Professional Qualifications

• Knowledge of manufacturing and production technologies, such as machining, forming, casting, injection molding, or assembly
• Technical background in mechanical engineering, manufacturing engineering, or comparable hands-on experience in manufacturing environments
• Ideally, experience in at least one of the following areas:
• SaaS
• Enterprise software
• Automotive or manufacturing industry
• Product costing
• Product sustainability
• Experience in project management and ideally in customer success, customer service, or customer-facing operations
• Familiarity with project management and collaboration tools such as Asana, Jira, Confluence, Zendesk, Slack, G-Suite, and MS Office
• Confident handling of data and analytical tools, especially Excel; experience with costing tools is a plus
• Hands-on mindset when working with and administering software products

Customer & Communication Skills

• Experience in customer-facing roles is a plus, such as presales, consulting, application engineering, or process engineering with customer interaction
• Excellent communication and comprehension skills in English, along with strong client communication skills in German
• Ability to explain complex technical topics clearly and understand customer needs effectively
• Strong analytical and structured problem-solving skills, including the ability to ask the right questions
• Professional Japanese & English proficiency; alternatively, strong expertise in manufacturing and/or product costing is required

Working Style & Personal Competencies

• High level of ownership and ability to work independently
• Strong attention to detail and proactive attitude in identifying and escalating critical issues
• Analytical mindset with the ability to solve problems efficiently and effectively

Travel Readiness

• Willingness to travel occasionally within APAC and internationally/intercontinentally (approximately 10 trips per year)

Language Skills

• Fluent in Japanese and English