Customer Success Engineer

The Customer Success Engineer supports the Interim Customer Success Director in keeping emew's installed customer base healthy and open to growth. This is a hands-on support role: gathering and reporting plant performance data, following up on open customer issues, preparing account review material, and keeping records current so the Director always has an accurate picture of every live site. Customer relationships and commercial decisions sit with the Interim Customer Success Director and the relevant Sales Agent or Regional Sales Manager; the Customer Success Engineer provides the technical legwork and day-to-day follow-through behind them, and in doing so helps surface cross-sell, up-sell, referral and value-add opportunities for the Director and Sales to take forward. The role works closely with Supply, Sales, Marketing and Finance, and is a strong entry point for a process engineer who wants to build technical depth in metals recovery and production alongside commercial understanding.

Key Responsibilities

1. Customer Health Support

• Portfolio support. Support the Interim Customer Success Director across an assigned group of live accounts, handling day-to-day follow-up under the Director's direction.
• Performance monitoring. Collect and report plant performance data (recovery rate, purity, uptime, OPEX) against the value case presented at proposal stage, and flag any gap to the Director and Supply.
• Account review support. Prepare the data, packs and follow-up action lists for the quarterly account reviews led by the Interim Customer Success Director.
• Growth support. Track renewals, and consumables and spares reorders, and gather the technical and usage information the Director needs for cross-sell, up-sell and value-add discussions: additional cells, higher throughput, new application areas, service agreements, performance optimisation and operator training.
• Issue follow-through. Log operational and technical queries as they arise, coordinate with Supply on root-cause analysis, and keep the customer and the Director updated until each item is closed out.
• Reference material. Help assemble site-visit material, case studies and customer testimonials for Marketing, working to the Director's priorities.

2. Cross-Sell, Up-Sell & Pre-Sales Support

• Proposal support. Provide technical inputs to the Director, Sales and Supply on cross-sell and up-sell proposals within the existing account base, and on opportunities referred by current customers.
• Technical discovery. Assist on technical discovery calls with existing and prospective customers, capturing feed characterisation and application-fit notes.
• Proposal inputs. Prepare techno-economic inputs (OPEX/CAPEX comparison, payback calculation) for proposals and value-proposition documents, for review by the Director and Supply.
• Demonstrations. Help prepare product demonstrations, virtual plant walkthroughs and technical presentations, and deliver them alongside the Director or Sales.
• RFQ/RFP support. Pull application-specific technical content from emew's installed reference base to support RFQ/RFP responses.
• Field evidence. Compile actual performance data from comparable installed accounts so technical and performance claims in new proposals can be calibrated to field results.

3. Cross-Functional Coordination

• Coordination. Keep information moving between Sales, Supply, Marketing and Finance on account matters, escalating anything that needs a decision to the Director.
• Knowledge feedback. Feed customer performance data and field learnings back into the emew Application Maturity Map.
• CRM discipline. Keep HubSpot complete and current for every account in the portfolio, so customer health and pipeline are visible to the Director and the wider business.

What You'll Bring

• Bachelor's degree in Chemical Engineering, Metallurgical Engineering, Process Engineering, or a closely related field.
• At least one year of hands-on experience running a live process plant. A background in any process or chemical plant is welcome; metals refining or electrowinning experience is useful but not essential.
• Real appetite for learning electrowinning and electrorefining fundamentals on the job. Strong plant-operating experience counts equally with customer-facing experience, and prior exposure to the technology is a bonus.
• A practical troubleshooting instinct on a live plant, and interest in learning the commercial side of the business over time.
• Strong written and verbal communication, and the organisation to keep records, reports and follow-up actions accurate and on time.
• Willingness to travel to customer sites, around 40 to 50 percent of the time.

Also Valuable

• Direct experience with precious metals refining, copper electrowinning, or battery recycling / black mass processing.
• Experience working in a CRM (HubSpot) and with proposal or quoting tooling.
• Existing relationships within India's battery recycling or metals recycling ecosystem.

First 12 Months: What Success Looks Like

• Current, reliable performance data on file for every site in the portfolio, giving the Director an accurate view at all times.
• Quarterly account review packs prepared on time for every account in the portfolio.
• Technical input provided to at least three cross-sell, up-sell or referral proposals, and open customer issues tracked to closure with nothing left unresolved or unreported.

Reports to: Interim Customer Success Director

Works closely with: Sales, Supply

Also coordinates with: Marketing, Finance

Direct reports: None (individual contributor role)

How to Apply

• Apply through the link on this posting.