Customer Success Manager (m/f/d)

Eaton Industries (Austria) GmbH – Austria

Shape the future of energy management with Eaton Industries (Austria)! Eaton is a global leader in high-quality electrical and electronic products and solutions. In Austria, we operate from our Vienna office, which is home to both our Power Distribution Division, a center of excellence for power distribution and control systems, and our local sales organization.

With approximately 92,000 employees worldwide and operations in more than 175 countries, Eaton offers a truly international environment and exciting opportunities for professional growth.

Reporting to Regional / Global leaders at Eaton supporting Eaton Product portfolio & services you will be advocate of customers within Eaton and promoter of Eaton with customer shaping the customer experience enabling Eaton growth by influencing, integrating, and differentiating our customer support for Eaton Customers. This role will be supporting Business units to augment the growth by eliminating customer impediments.

What you will do:

• Customer Relationship Management
  • Manage overall customer support relationships and be an escalation point 
• Escalation & Issue Resolution
  
  • Resolve customer escalation liaising with the cross functional team
  • Lead resolution of customer escalations. 
  • Coordinate cross-functional teams to resolve service, delivery, or product issues. 
  • Provide timely communication to customers and internal stakeholders. 
  • Manage executive-level customer concerns when required

• Customer Success & Retention
• • Ensure customers realize maximum value from Eaton solutions. 
  • Monitor customer health metrics and proactively address risks. 
  • Develop action plans to improve customer satisfaction and loyalty. 
  • Drive adoption of products, services, and digital solutions. 
  • Support customer retention and growth opportunities
  • Ensure customers realize maximum value from Eaton solutions.
• Operational Excellence
  
  • Analyze customer trends and feedback to identify improvement opportunities.
  • Lead Voice of Customer (VOC) initiatives and action plans.
  • Support continuous improvement and digital transformation projects.
  • Ensure compliance with established customer support processes and KPIs.
  • Ensure all delivery is coordinated, managed and review with customer is executed 
  • Customer communication for all types of support. 
  • Be part of the country’s core team to attain revenue & growth
  • Manage customer health metrics

Qualifications:

• Bachelor's degree in Business, Engineering, Supply Chain, Customer Experience, or a related field.
• Several years of experience in Customer Success, Customer Service, Account Management, Operations, or a similar customer-facing role.
• Experience in industrial, electrical, manufacturing, energy management, or another B2B industry is an advantage.

Skills:

• Strong customer relationship and stakeholder management skills.
• Strong problem-solving and decision-making abilities.
• SAP experience required; experience with Salesforce and CPQ (Configure, Price, Quote) tools preferred.
• Analytical mindset with the ability to interpret customer trends and metrics.
• Strong organizational and project coordination skills.
• Proactive, collaborative, and solution-oriented approach.
• Fluency in German and English is essential. 

What We Offer

• The opportunity to join a leading company driving the energy transition in Austria.
• A workplace recognized among Austria’s Top 300 Employers, reflecting our commitment to employees and workplace excellence.
• An inclusive and diverse environment that values equal opportunities, sustainability, and personal growth for all employees.
• Attractive employment conditions under the Austrian Electrical and Electronics Industry Collective Agreement (FEEI).
• Flexible working hours with a flextime model.
• Extensive learning and development opportunities, including access to Eaton University.
• Structured career development, clear growth plans, and a comprehensive onboarding program.
• Additional employee benefits, including health-related subsidies, discounts, and special offers.
• Christmas shopping vouchers and employee purchasing programs.
• The opportunity to work in a global organization with colleagues and customers around the world.

In accordance with the FEEI collective agreement, the minimum annual gross salary for this position is EUR 67.100 . We offer a competitive salary package above this level, depending on qualifications, professional experience, and individual background.

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All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws. 

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.