Sr. Manager Customer Success

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, includingTimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Title: Sr. Manager, Customer Success

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry.

We're more than a company, and we're a community of passionate, creative professionals striving toward a shared vision: revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.

The Company

Komatsu Mining Technology Solutions (Modular Mining) is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu Ltd. Our innovative technology powers mine operations in every corner of the globe. The products we create, the solutions we engineer, and the services we deliver set us apart in the mining technology industry. We are seeking a highly motivated and energetic person who can deliver professional excellence and contribute to maintaining our position as the world leader in real-time Mine Management Systems across our customer base whilst maintaining our immaculate safety record.

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Purpose

This role is based in North America and will be responsible for implementing Komatsu Mining Technology Solutions' customer success strategy to achieve value in use (ViU) delivery and professional services targets in the North America Region (United States & Canada). The scope includes managing performance assurance, professional services, regional analytics departments, remote equipment monitoring and the development of key relationships with Komatsu distributor personnel throughout the region.

If you consider yourself someone who can apply technical know-how to create practical solutions in a dynamic and team-oriented environment, this is a great opportunity to work side by side with some of the biggest innovators in the Mining technology industry.

Travel Requirements

Up to 30%

Job Duties and Responsibilities

Each day will present you with new challenges and opportunities to test and grow your skills. As a Sr. Manager of Customer Success with Modular, you'll be responsible for:

• Champion a Strategic Vision for Production Optimization: Develop, communicate, and execute a forward-looking plan to optimize production. This includes designing a robust production monitoring initiative and expanding remote equipment monitoring solutions, all to drive sustained customer value in use (ViU) and encourage wider adoption of Komatsu Mining Technology Solutions & Services.
• Shape Regional Priorities and Go-to-Market Strategies: Oversee regional prioritization, development, customer experience, and go-to-market tactics for CCA/value-add service offerings. Ensure each initiative aligns with the Production Optimization vision and contributes directly to enhancing customer outcomes.
• Foster a High-Performance Culture: Drive organizational focus, uphold a strong work ethic, and cultivate an environment of trust and respect. Consistently champion Komatsu Mining Technology's overarching mission across the region, while providing cross-functional support and strategic guidance.
• Build and Lead a Top-Tier Customer Success Team: Recruit, mentor, and manage a high-impact Regional Customer Success Team. Offer personal support through coaching, guidance, and professional development, ensuring accountability and alignment with key performance metrics.
• Establish Clear Goals and Performance Plans: Translate corporate objectives into actionable group and individual performance plans. Communicate these targets clearly, ensuring each team member understands how their contributions propel the Production Optimization vision and broader company goals.
• Demonstrate Effective Communication and Alignment: Uphold Komatsu policies and decisions through transparent communication. Reinforce unity by promoting a shared understanding of responsibilities, deliverables, and expectations, enabling successful execution of the region's Production Optimization strategy.

Key Areas of Focus

• Responsible for developing regional customer success plan for new, innovative services to expand regional customer success and Komatsu CI capabilities.
• Oversees assigned portions of regional P&L, providing a monthly comprehensive analysis and recap detail of P&L results; activities, professional service sales, and expenses.
• Responsible for ensuring profitability targets are maintained for Customer Care Agreements (CCA) and developing necessary strategies to maintain profitability.
• Develops and directs the region's annual Customer Success plan to meet or exceed growth targets. The plan includes but is not limited to setting professional services $ plan, profitability goal, expenses, and expansion.
• Develops and maintains working relationships with all key Komatsu Mining decision-makers and provides direction to broker professional service opportunities. Imperative a strong relationship is built at Senior levels within the Komatsu North America distribution network.
• Manage the regional transformation of Performance Assurance (PA) and Mine Performance Collaboration (MPC) to solidify services offered as part of the Komatsu Mining Technology Professional Services team.

Required Skills

• Bachelor's Degree in Business Administration, Engineering, or related degree required; MBA desirable
• 10+ years of experience in the mining industry and/or mining technology
• 5+ years of direct experience leading cross-functional services team
• Travel required: 30%

Desired Skills

• Technical acumen and a passion for technology
• High personal drive and entrepreneurial spirit
• Strong organizational skills
• Strong interpersonal skills, able to communicate and motivate people with varying personalities
• Spanish professional working proficiency

We believe strongly in a healthy work/life balance and we love to brag about all the great things our members enjoy; like comprehensive health and benefit packages, tuition reimbursement, RRSP contributions with company match, flexible scheduling options, and, of course, an excellent vacation policy. We are a global organization with a reputation for having premier people building premier products, we offer competitive compensation packages and a culture that thrives off creativity, collaboration, and teamwork.

Mine Smarter.

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.