Customer Success Manager Concrete Portugal/Spain

Help us decarbonize the cement and concrete industry.

alcemy was founded to reduce the massive CO2 footprint of the cement and concrete industry. Concrete is humanity's second most used material by volume and its production is responsible for around 8% of global CO2 emissions.

We are changing this! We leverage machine learning to provide smart production control software to the cement and concrete supply chain to improve efficiency and allow for the production of low-carbon cement and concrete at large scale. Our software is used 24/7 in cement and concrete plants to optimize production and reduce carbon emissions today. We are currently enabling our customers to save more than 100 000 tons of CO2 emissions each year and we aim to save 100 million tons per year in 2030.

What you'd be doing:

Customer Value and Success Management

• Act as a strategic partner, ensuring customers realize maximum value from our solutions.
• Understand customer goals, challenges, and success metrics to drive measurable business outcomes.
• Conduct Quarterly Business Reviews (QBRs) and performance reviews to showcase ROI and optimize customer strategies.
• Develop and implement Customer Success Plans to align solutions with customer needs.
• Track and report on key Customer Success KPIs

2. Customer Management

• Build and maintain strong, long-term relationships with key stakeholders on all levels (operational personell, mid management and C-level).
• Serve as the primary point of contact for customer engagement and advocacy.
• Drive customer adoption and utilization through proactive engagement and best practices.
• Identify opportunities for upselling and cross-selling based on customer needs and behavior.
• Collaborate with Sales and Account Management teams to drive renewals and expansion revenue.

3. Change Management

• Support customers in navigating organizational and process changes when implementing our solutions.
• Provide guidance and best practices to help customers optimize workflows and digital transformation efforts.
• Address resistance to change by ensuring alignment between internal stakeholders and end-users.
• Act as a champion for customer education and training to facilitate smooth adoption.

4. Project & Service Management

• Lead and coordinate customer onboarding and implementation processes to ensure a smooth transition.
• Manage customer expectations, timelines, and deliverables to ensure a successful rollout.
• Work closely with Sales, Product and Engineering teams to handle customer requests efficiently.
• Gather customer feedback and provide insights to internal teams for product improvements and innovation.
• Develop and optimize customer service processes to enhance the overall customer experience.

As a Customer Success Manager at alcemy, you have the opportunity to introduce a new AI powered product into an industry that is characterized by long lasting relationships

Requirements

You'd be a great fit if you have:

• You possessed by a high degree of social competence and excellent communication skills
• Experience in working with different level of stakeholders, from plant operators to management and C-Level
• Experience and Understanding of Customer Management, Account Management and Change Management of Middle Tier and larger Enterprise customers
• Academic experience in material sciences of concrete, geology, concrete or concrete construction
• 2 years of practical experience in the field of concrete technology, E-certificate is a plus
• Experience in quality monitoring including testing of concrete as well as good knowledge of concrete raw materials and their influence on fresh and hardened concrete properties
• Independent and self-reliant way of working and enthusiasm to break new ground
• You can quickly empathize with complex customer needs and challenges and enjoy working closely with customers
• You are able to prioritize and manage multiple projects simultaneously
• High willingness to travel, German, Portuguese/Spain native / professional language and good English skills

Benefits

What we offer:

• A company culture where honesty, professionalism, and integrity run deep with an