What are the responsibilities and job description for the FT Customer Success & Service Manager - Americas position at DWS?
DWS is an innovative company revolutionizing the luxury retail industry through in-store and e-commerce product personalization solutions. Headquartered in France, we have expanded globally and established our US entity in NYC in 2023. With a growing customer base across the Americas, DWS Inc. offers exciting career opportunities in a dynamic environment at the forefront of innovation.
I. COMPANY OVERVIEW
- Top notch product: Leveraging its expertise in laser-matter interaction, DWS has developed a range of high-tech laser engraving machines that cater to the personalization needs of major luxury brands.
- Industries with which we work: Luxury; Retail; Tech; Perfume & Cosmetics; Wine & Spirits; Leather goods; Jewelry; Hospitality; etc.
- Team: Great team spirit and connection between the different services, dynamic & supportive.
- Values: Excellence, innovation, service, sustainability.
2. JOB DESCRIPTION
As the Americas Customer Success & Service (CSS) Manager, reporting to the Regional Manager, you will play a key role in ensuring the satisfaction and retention of our U.S. customers after the sale. You will coordinate the CSS function in the U.S., from post‑production through long‑term customer support.
Responsibilities include:
- Coordinating the U.S. CSS function from end of production through delivery, installation, and go‑live.
- Managing customer relationships post‑sale to ensure a premium client experience and long‑term retention.
- Orchestrating Americas after‑sales support in collaboration with field teams and engineering teams in FR and in the U.S.
- Act as a hands‑on technical contributor.
- Monitoring and reporting on key performance indicators.
- Contributing to continuous improvement initiatives by developing and optimizing tools, processes, and documentation.
- Planning and managing machine installations and deployments, including store openings and relocations.
- Supporting, mentoring, and helping develop Customer Success & Service team members.
- Following the renewal of the service contracts.
3. PROFIL
- Bachelor’s degree required; Master’s degree preferred in Operations, Engineering, or a related field.
- 5 years’ experience in Customer Success, After‑Sales Service, or Technical Account Management, ideally in an international or technical environment.
- Strong customer-facing skills, with the ability to engage with high-demand luxury clients.
- Strong organizational skills and attention to detail.
- Comfortable working hands‑on with technical products, machines, and software solutions.
- Ability to work with multicultural teams
- Fluent in English (Spanish, Portuguese or French is a plus).
- Willingness to travel within the US and sometimes within the Americas (20-30%).
4. BENEFITS
- Compensation: $110K - $130K based on profile
- NYC-based with 2 remote days per week
- Paid Time Off (PTO) – 20 Business days, 11 national holidays, and 6 sick days
- Commuter Benefits
- Lunch offered once a week (details in the offer letter)
5. HOW TO APPLY
If you wish to join a fast-growing company with career opportunities and gain experience in both luxury and tech industries, please send your application at: audrey.colonel@dws-engraving.com