Customer Success & Value Realization
- Own the post-sale customer relationship for assigned digital accounts within your segment – serve as the primary EGIC point of contact for adoption, value delivery, and ongoing engagement.
- Drive structured onboarding and user enablement to accelerate time-to-value after deployment.
- Track and report customer value realization (TVD) using usage analytics, dashboards, and outcome metrics – translating data into compelling value narratives for customers and internal stakeholders.
- Conduct regular business reviews with customers, presenting realized value, usage trends, and actionable recommendations to strengthen engagement and deepen program adoption.
Account Growth & Expansion Support
- Partner with field sales representatives to identify and pursue upsell, cross-sell, and multi-site replication opportunities within existing accounts.
- Build account plans that map digital adoption potential across customer sites, programs, and stakeholder groups within your assigned segment.
- Support field sales in shaping outcome-based value propositions and ROI business cases tailored to the segment’s operating environment and KPIs.
- Contribute to digital conversion efforts by scoring customer readiness and recommending targeted adoption plays for hardware-only or underutilized accounts.
Retention & Renewal Management
- Monitor customer health through usage signals, engagement patterns, and satisfaction indicators – proactively flagging and mitigating churn risk.
- Own renewal execution for assigned accounts, ensuring timely renewals and minimizing revenue leakage.
- Develop and execute recovery plans for at-risk accounts in coordination with product, service, and field teams.
Stakeholder & Cross-Functional Collaboration
- Engage customer stakeholders relevant to your segment – plant operations, quality, EHS, engineering, procurement, infection prevention, or facility management – to build multi-threaded relationships and deepen digital adoption.
- Collaborate with product, service, implementation, and field sales teams to ensure seamless customer experiences from deployment through expansion.
- Share customer feedback, competitive intelligence, and adoption insights to inform product direction and go-to-market strategy for your segment.
- Maintain disciplined CRM hygiene, accurate account health records, and transparent pipeline/forecast inputs.
Required Qualifications
- 4–8 years of experience in B2B account management, customer success, or consultative commercial roles in one or more of the following industries:
Water: Industrial water treatment, utilities, power, chemicals, or heavy manufacturing.
F&B Hygiene: Food & beverage processing, dairy, brewing, CIP operations, or food safety/quality.
Institutional & Specialty: Healthcare, hospitality, life sciences, facility management, or institutional cleaning/hygiene.
- Strong understanding of digital products and platforms (SaaS, connected devices, remote monitoring, analytics, automation) and how they create measurable customer value.
- Demonstrated ability to manage customer relationships, drive adoption, and articulate value realization with data.
- Experience engaging multiple stakeholder levels in customer environments – from frontline operators to engineering, quality, and facility leaders.
- Ability to build ROI-based value stories and communicate both technical and commercial outcomes clearly.
- Strong communication, presentation, and relationship management skills.
- Bachelor’s degree in Engineering, Business, Food Technology, Chemistry, Life Sciences, or a related field (or equivalent professional experience).
Preferred Qualifications
- Experience in customer success, account management, or commercial roles within digital/IoT environments – including driving adoption, onboarding, and change management.
- Domain knowledge relevant to your target segment:
Water: Cooling towers, boilers, RO/UF, wastewater treatment, and associated operational KPIs.
F&B Hygiene: CIP systems, sanitation protocols, food safety compliance (HACCP, FSMA), and production hygiene KPIs.
Institutional & Specialty: Infection prevention, laundry/housekeeping operations, water management in healthcare/hospitality, or specialty chemical applications.
- Comfort with data-driven customer engagement: leveraging dashboards, usage metrics, and value realization reports to drive conversations and demonstrate impact.
- Understanding of recurring revenue levers – onboarding, user enablement, usage analytics, renewal/expansion motions – and how they compound long-term commercial outcomes.
- CRM proficiency (e.g., Salesforce) with strong discipline around account health tracking and forecast accuracy.
- Ability to work effectively in a matrixed, globally distributed organization and influence outcomes without direct authority.
Our Commitment to a Culture of Inclusion & Belonging
Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance in all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement. Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin,citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.
