Customer at TRACTIAN
The Customer team is the driving factor behind lifetime value, retention and expasion at Tractian. We focus on expanding inside existing customers, crosselling to different products, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch, CEMEX, Bimbo, PepsiCo, and others. Every member of our team directly affects the results of our clients. As part of this team, you will be in contact with clients to understand their needs and help create solutions to improve their maintenance processes.
What you'll do
As a Customer Success Engineer, your main obligations will include providing technical support and guidance to our enterprise clients. You will work closely with customers to ensure that technical aspects of our solutions are effectively aligned with their needs, contributing to account expansion, retention and high client satisfaction.
Responsibilities
- Develop and maintain close relationships with key customers.
- Provide technical expertise during client meetings and product demonstrations.
- Collaborate with sales and engineering teams to customize solutions for enterprise clients.
- Monitor and analyze product performance within client environments, offering solutions for optimization.
- Lead technical discussions with clients regarding product updates and future needs.
- Facilitate product training sessions for clients and their teams.
- Actively contribute to the identification of upsell and cross-sell opportunities.
- Maintain technical documentation and support materials.
Requirements
- Bachelor’s degree in Engineering, Business, or a related technical field.
- Strong technical background with experience in customer-facing roles.
- Demonstrated ability to troubleshoot and resolve complex technical issues.
- Knowledge of project management principles and practices.
- Excellent communication skills, with the ability to explain technical concepts clearly.
- Familiarity with enterprise-level client engagement and support.
- Proficiency in using CRM and project management software, ideally HubSpot.
Bonus Points
- Prior experience in B2B technical support roles.
- Additional language skills apart from English.
- Fluent in English.
What We Do
Tractian is a machine intelligence company that offers industrial monitoring systems. Tractian builds streamlined hardware-software solutions to give maintenance technicians and industrial decision-makers comprehensive oversight of their operations. It is democratizing access to sophisticated real-time monitoring and asset operations tools.
Tractian's solutions are used in environments that address a combined total of 5% of global industrial output. The company’s broad market reach is evidenced in its customer base from various industries, such as John Deere, Procter & Gamble, Caterpillar, Goodyear, Carrier, Johnson Controls, and Bimbo, the owner of the brands Little Bites and Thomas Bagels. Tractian's customers see a 6-12x ROI with savings of $6,000 per monitored machine annually on average.
In a major milestone and a first for the industry, Tractian launched the AI-Assisted Maintenance category in the industrial sector. In this new paradigm, artificial intelligence identifies machine problems and suggests preventive actions to be taken, giving invaluable insight and support to maintenance professionals. It is important to highlight that the intent of Assisted Maintenance is firmly rooted in augmenting maintenance professionals to provide more assertive diagnosis with human-in-the-loop feedback.
Tractian's mission is to elevate this category of workers in a highly impactful way. The Assisted Maintenance category will provide unimaginable support for maintenance professionals. By combining shop floor expertise with our technology, maintainers will be able to anticipate and address issues with unprecedented accuracy and speed
