Digital Customer Experience Manager

Company Description:

For over 75 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions — with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas.

Specialties:

As an Emerson Impact Partner, we offer a broad base of superior solutions including the top product lines for a given application. Our specialties at Puffer-Sweiven include:

• Pressure Management
• Isolation Valves & Actuation
• Control Valves & Regulators
• Process Control & Safety Systems
• Oil & Gas Automation– fiscal custody metering, controls, and SCADA
• Reliability Solutions & Services
• Specialty Pumps & Rotating Equipment
• Instrumentation
• Maintenance & Repair Services

Duties and Responsibilities:

• Ensure consistency of Company branding and the customer experience across all existing and future digital tools.
• Propose new digital tools for the Company to use to better attract, engage, and retain customers.
• Develop the business case for the investments the Company makes in customer-facing digital tools.
• Ensure the use by customers of the customer-facing digital tools deployed by the Company. Work directly with customers to understand their requirements for Company provided digital tools.
• Monitor and report digital tool usage by customers. The measures include quality of the customer experience and quantity of use of the customer tools.
• Establish annual goals for customer use of the tools along with plans to increase utilization.
• Build an annual plan that covers the Company’s plans for development, deployment, enhancement, and use of customer-facing digital tools.
• Educate employees with customer-facing roles on the use of digital tools and how they are to promote them with customers to increase adoption.
• Document the Company’s strategy with respect to customer facing digital tools. Periodically refresh the strategy based on changing needs of customers and the company and the changing landscape of available digital technologies. Work with Sales, Service, Marketing, and Business Unit leaders to ensure alignment on key messaging and to gain consensus around the strategy.
• Engage with customers to understand the customers’ experience with the Company’s customer-facing digital tools. Summarize the feedback and work with Company stakeholders to improve the tools.
• Participate in the Company’s “Ideal Customer Experience” team to develop ideas as to how digital tools can be used to better serve customers.
• Participate with Strategic Growth Partner (SGP) teams, as necessary, during the ideation, design, and implementation of SGP driven customer-facing digital tools.
• Develop a network of others with similar responsibilities among SGP members.
• Engage with Emerson, as necessary, for the use and integration of Emerson customer-facing digital tools.
• Stay informed on industry best practices regarding the use of customer facing digital tools and digital marketing techniques.

QUALIFICATIONS:

Education/Knowledge:

• Undergraduate degree.
• Master’s degree in business, communications, or information technology (beneficial).

Experience/Skills:

• Minimum of 5-7 Years business-to-business sales and/or marketing or equivalent experience with large key accounts within our industry or related markets.
• Direct experience in the use of customer-facing digital technologies.
• Strategy development, planning, and implementation.
• Strong written and oral communication skills including formal presentation skills.
• Good information management skills, including personal computer skills.

COMPETENCIES:

• Solid interpersonal skills; specifically engaged listening and acknowledging skills, as well as questioning and discovery skills.
• Demonstrated ability to interface with and influence senior level executives.
• Strong business and data analysis skills with the ability to propose digital solutions to customer sales and service needs and desires. The ability to translate the digital solutions to value for the customer and the Company.
• Strong drive and initiative – motivated to success.
• Strong project management skills and ability to manage expectations relative to deliverables and timeframes. Strong Customer Service Skills, including the ability to develop rapport and trust with customers.
• Strong strategic thinker with solid technical aptitude.
• Team Player with good conflict management and consensus building skills.
• Ability to influence a team of stakeholders without direct authority.
• Demonstrated proficiency in coordination of departments to provide customer solutions effectively and optimize Company success.
• Problem solver- Uses good judgment and approaches opportunities strategically. Demonstrates an innovative problem-solving approach.
• Strong Business Acumen. Recognizes innovative, customer-facing digital solutions.
• Exhibits strong self-management skills including a high degree of professionalism and dependability.