Customer Success Leader - Koch

Your Job

Masen, a Koch owned and operated environmental IoT services startup, is seeking a Customer Success Leader to join our growing team. The Customer Success Leader will be responsible for partnering with customers and ensuring that they get the full value from Masen services and products. In this role, you will engage with customers to fully understand their environmental data challenges, work with the Masen team to design and curate solutions to solve customer problems and will oversee and provide excellent customer support and service.

The location is open to remote candidates in any U.S. location. This position requires travel of approximately 50% to industrial sites and partner / vendor locations across the U.S.

Our Team

Masen, a Koch owned and operated environmental IoT services startup, helps industrial operators implement and manage automated environmental data collection infrastructure so they can focus on higher value-added tasks. Masen utilizes connected devices (IOT), various communication protocols, support and maintenance services and an intuitive visualization platform to generate insights from the most challenging environmental use-cases. This enables our customers to create competitive advantage and maximize operational efficiency through data driven decisions.

As part of a new, fast growing, and rapidly evolving company, you will have the unique opportunity to help shape and define Masen from the ground up. And, unlike most startups, Masen has access to some of the best talent and customer insights being embedded in Koch Industries, one of the most stable and respected privately owned companies in the world.

What You Will Do:

• Develop and implement a customer success strategy that will differentiate Masen in the market

• Develop and maintain relationships with customers and provide regular customer communications and updates.

• Assess customer needs and provide recommendations and options to utilize technology solutions to solve customer problems

• Solicit customer feedback and be the "Voice of the Customer"

• Understand the customer's service needs and provide recommendations on service packages to meet customer needs

• Help customers fully integrate Masen products and services into their operations

• Provide direction and guidance to the Masen Team based on customer feedback so that products and services are developed and delivered with a great customer experience and results in the desired customer outcome

• Provide customers with training and onboarding services

• Ensure excellent customer service/support is provided and that issues are quickly resolved

• Identify and develop key customer success metrics for internal reporting and continuous improvement

Who You Are (Basic Qualifications)

• Must have strong customer focus mindset and have excellent communication (verbal and written) skills

• Experience working with customers or direct working experience in the industrial/manufacturing sector

• Experience with environmental processes and data systems in industrial and manufacturing settings

• Experience using environmental monitoring and data systems

• Must be willing and able to travel to industrial sites across the U.S

What Will Put You Ahead

• Prior customer success program experience

• Experience implementing environmental data systems or monitoring devices

• Experience working with industrial environmental processes and data systems

• Customer service and support experience

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here .

Who We Are

Koch Industries creates and innovates a wide spectrum of products and services that make life better. Our work spans a vast number of industries across the world, including engineered technology, refining, chemicals and polymers, pulp and paper, glass, electronics and many more. Headquartered in Wichita, Kansas, Koch employs 120,000+ employees across the globe.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information.