CUSTOMER SUCCESS EXECUTIVE

As part of the TOOLLIVE team within the Customer Services Business Unit, your mission is to strengthen and grow TOOLLIVE’s three core pillars: Leasing, Tracker, and Services Platform Development.

This role combines Customer Success, Sales Support, and Operational Coordination. You will work closely with the Dedienne Sales Team and TOOLLIVE Development Team to support the full customer lifecycle; from platform pitching, onboarding, utilisation, and long-term satisfaction.

You will manage customer accounts end-to-end, ensure successful deployment of TOOLLIVE solutions, proactively address customer needs, and drive sustained adoption of TOOLLIVE’s assets, trackers, and service platform.

• Implement the necessary actions to achieve the objectives set in the business plan.


• Translate customer insights into product, platform, and service improvements.


• Support internal teams by communicating customer expectations, usage patterns, and operational challenges.


• Establish long-term relationships with existing and new customers through ongoing engagement and value delivery.


• Represent TOOLLIVE at exhibitions, conferences, and customer meetings.


• Support lease activity and tracking activity by understanding customer needs and presenting suitable solutions.


• Promote and drive adoption of the services platform, ensuring customers fully understand features and benefits.


• Conduct customer business reviews to identify expansion opportunities and improve retention.


• Manage the lease pool (returns, servicing, new assets), ensuring optimal utilisation.


• Assisting with quotes and negotiations related to TOOLLIVE activity.


• Coordinate with Dedienne Aerospace for seamless deployment of the TOOLLIVE platform and ensure all customer onboarding milestones are met.


• Track platform engagement, escalate technical issues quickly, and ensure timely resolution with internal teams.