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Fort Lauderdale, FL, US

Function:  Sales & Marketing
Job Category:  Sales & Marketing

Customer Success Product Expert, Automation

Customer Success Product Expert, Automation


The Customer Success and Product Expert (PE) for Automation will have the knowledge, direct experience, and subject matter expertise in Marine Automation.  

The primary responsibility of the Product Expert (PE) is to ensure customer success through the achievement of value from WV Automation products and services, thus expanding WV business through successfully closed opportunities and growth in usage by our customers.  In order to do so, the Product Expert must have a thorough knowledge of the safe and efficient application and use of Automation systems in maritime environments, with a comprehensive understanding of the customer's usage of the solutions.  Business by winning opportunities using his/ her technical (domain) expertise, market knowledge and market network.


The PE works primarily on a regional basis and works closely together with the Customer Success Managers, and who has Sales, customer deployment and customer support responsibilities in a geographical area, or for specific solutions within the region (territory).


The role includes line management of Automation Customer Success personnel, supervising the work of subordinates, ensuring their professional development, and managing the mission-critical Automation customer success in the Americas region.

We are looking for a Customer Success Product Expert, Automation to join our Voyage Automation team. The desired location for this position is Fort Lauderdale FL.


The ideal candidate has 5 years of Maritime Automation experience and Maritime onboard experience.


As a   Customer Success Product Expert, Automation, you will need the following experience:

  • The candidate must have a deep technical insight and expertise in the Wartsila Automation portfolio including legacy products, with a minimum experience of five years;

               - NACOS Platinum Integrated solutions

               - NACOS Platinum MCS incl. integrated PMS

               - NACOS Platinum IPMS

               - NACOS Platinum PCS incl. EMS, EGS and EPS

               - NACOS Platinum VALMATIC

               - MCS/MOS 2100 & 2200

               - PCS2200 incl. EMS, EGS and EPS

  • The candidate must have extensive experience managing customer accounts, comprising of yards, electrical partners and owners.
  • The candidate must have experience in both NB and retrofit projects being able to survey, analyse and provide technical solutions to customers as well as having a deep understanding of the process from RFQ to final delivery.
  • The candidate must have customer experience with Cruise, Ferry, Commercial and Naval vessels to meet the needs of the WV customer base and have a broad understanding of market requirements and expectations within these segments.
  • The candidate must be an advanced user with CRM system Salesforce and SAP.
  • Knowledge of Fleet optimizing systems, Smart & autonomous products, Dynamic Positioning and internal communications systems.
  • The candidate preferably has a maritime background as either a ship’s engineer or navigator with three to five years of experience with crew and ship management onboard commercial vessels.


These are the key responsibilities that you will develop:


  • Customer Success/satisfaction, & Business Development through domain expertise
    • Realization of project opportunities in the region for Automation and associated solutions.
    • Customer interactions throughout the product lifecycle across the assigned region.
    • Support External and Internal customers with subject matter expertise and promote Wärtsilä solutions.


  • Customer Success for assigned Accounts
    • The PE is the key lead in the Region in keeping existing customers up to date with new developments regarding the assigned domain. The goal is to secure customer success and advocacy through consistent long term relationships. This can be achieved via seminars, webex or planned trips in specific territories.
    • Support and review technical queries from customers and help position potential solutions to the problem. Escalate within the organization when necessary.
    • Support Sales Manager/s with technical meetings using domain expertise to generate successful customer solutions.


  • Reporting
    • Timely reporting using the correct formats to keep the organization informed
    • Contributing to strategic planning, regional plans, forecasting, budgets and promotion plans


  • Product Development
    • Provide market intelligence and product improvements to Solutions.
    • Represent Wärtsilä at Industry Exhibitions, (Partner) conferences, etc.
    • Support customer trials, field tests and POC’s with product expertise and positioning to the customer.



To be successful in this role, we expect you to have:

  • Personnel management
  • Solution based / Strategic methodology or willingness to learn
  • Ability to speak across multiple organizational levels
  • Public speaking/ Presentation skills
  • Advanced knowledge of Office (essential), SAP ERP and Salesforce CRM applications.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability and willingness to travel (national and internationally), estimated to 40%
  • Strong work ethic
  • Autonomous to fulfil tasks
  • Excellent analytical skills
  • Open to new technology and environment that is in a constant change
  • Team player with good interpersonal and communication skills, social and outgoing
  • International network and cross-cultural understanding are an advantage
  • Knowledge, direct experience, and subject matter expertise in Marine Automation
  • 5 years of experience in the Maritime Automation sector
  • Maritime onboard experience as either ships engineer or navigator, crew and ship management.


Why you and us

You will be a part of a global organization with local presence and work in an exciting and dynamic working environment with highly motivated and skilled co-workers. We offer interesting and challenging work tasks, as well as personal and professional development in a great team. 


If you feel excited by being a part of this working environment and think your personal skills and qualities match the job requirements, we look forward to receiving your job application.


Successful applicant must be authorized to work in the USA without sponsorship.


We look forward to hearing from you. Qualified candidates must apply online: http://www.wartsila.com/en/careers/vacancies.


Wärtsilä North America values our employees. We offer a competitive salary and comprehensive benefits package.   Wärtsilä North America is an EOE/AA employer. 


Last application date: 25/10/2021

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.

This is Wärtsilä

Wärtsilä Voyage transforms how vessels perform their voyage by leveraging the latest digital technologies to deliver a step-change in safety, efficiency, reliability, and emissions. We are committed to creating a Smart Marine Ecosystem, whereby every vessel can connect to digital services that make voyaging safer and greener. With the broadest Smart Marine portfolio in the market, we are well positioned to lead the industry towards becoming digitally connected across the entire value chain and to be the first partner of choice when leveraging the latest digital technologies. www.wartsila.com/marine/voyage

Wärtsilä is a global leader in smart technologies and complete lifecycle solutions for the marine and energy markets. By emphasising sustainable innovation, total efficiency and data analytics, Wärtsilä maximises the environmental and economic performance of the vessels and power plants of its customers. In 2020, Wärtsilä’s net sales totalled EUR 4.6 billion with approximately 18,000 employees. The company has operations in over 200 locations in more than 70 countries around the world. Wärtsilä is listed on Nasdaq Helsinki. Find out more at www.wartsila.com.

Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami