Customer Success Lead

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Digital Solution Engineering Manager __ In this role, you will ensure outstanding project execution, service, and support throughout the customer journey through service leadership, operational coordination, and strategic improvement to enhance customer satisfaction. You will act as the L4 point of contact for escalated customer issues and inquiries, ensuring timely and effective resolution. You will monitor customer service and feedback, collaborate with cross-functional teams, manage pilot projects, coordinate project execution with OPCs and operations teams to manage lead time and delivery, coordinate and deliver technical training, and manage demos. Work model: #LI-hybrid You will be mainly accountable for: Acting as the key technical entry point between project stakeholders and R&D, managing escalated customer issues, filtering requests, reducing overhead and providing clear resolution plans. Managing and orchestrating the end-to-end customer lifecycle, including opportunity qualification, discovery and value engineering, solution blueprinting, pilots, deployment, go-live and post-go-live support. Providing consultative technical assistance to support the use of digital platforms and solutions, helping customers improve productivity, efficiency and operational performance. Managing technical sales support in close coordination with the Sales team to identify customer needs, demonstrate digital solutions and articulate their value. Ensuring thorough testing, troubleshooting, onboarding, rollout, and training to support the successful adoption of digital platforms and solutions in the customer’s business environment. Coordinating project execution with OPCs and operations teams to manage lead time, delivery, resource readiness, and implementation of software solutions on time and on budget. Tracking customer satisfaction, coordinating support activities, driving root cause analysis for recurring issues, and translating customer feedback into actionable backlog items. Contributing to the software product roadmap, digital strategy, and continuous improvement of digital solutions and processes to support sustainable platform growth and customer success. Our team dynamics You will join a global, collaborative, innovative, and high-performing team, where you will be able to thrive across cultures, regions and time zones. Qualifications for the role You are highly skilled in software engineering, industrial software development, digital applications, control systems, agile methodologies, Scrum, CI/CD, DevOps practices, and customer success delivery within the industrial and digital technology sector. You have 10 years of experience in software engineering, with a focus on industrial and digital applications or control systems, preferably in a global context. You have proven experience leading teams and resources across multiple regions, with a demonstrated track record of delivering successful outcomes in distributed and cross-functional environments. You possess enhanced knowledge of AI/ML and Generative AI, cloud-native applications, UI/UX development, and industrial digital platforms. You have experience with programming languages such as C, C++, C#, Java, .NET or Python. You are passionate about customer satisfaction, collaboration, problem solving, continuous improvement, technical leadership and translating customer needs into actionable digital solutions. You have a master’s degree in Computer Science, Engineering, or a related technical field You are at ease communicating in fluent English across cultures and time zones. You have the ability to thrive in a fast-paced, highly regulated environment with several stakeholders, distributed teams, third-party partners, and availability to travel to customer sites, project locations and ABB offices as required. You will be measured by the average score from post-interaction surveys, average time to acknowledge customer inquiries, mean time to resolve reported issues, percentage of customer feedback translated into backlog items, and percentage of resolved cases without reopening or escalation. Compensation PackageAs part of our commitment to transparency, we want to share the compensation details for this position: Applicable CBA: Metalmeccanico Minimum annual salary: € 53 000 Variable Pay: AIP target 10% + Eligible for Company Productivity Bonus The offer will be tailored based on your role location, experience, skills and qualifications, internal market positioning and alignment with ABB internal standards. Benefits as per policy Flexible working hours, hybrid work options, and a strong focus on work-life integration and Wellbeing support for employees and their families Welfare plan with a wide range of personalized services Canteen or meal vouchers provided Join us. Be part of the team where progress happens, industries transform, and your work shapes the world. Run What Runs the World. #ABBCareers #RunwithABB Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.