Customer Success Engineer

About emew
emew Clean Technologies designs and builds electrowinning systems for metal recovery and refining. Our vortex cell technology recovers copper, silver, gold, tin and other metals from e-waste, refinery bleed streams, industrial wastewater, battery black mass and precious metals refining operations. We work with customers worldwide from our global team.

The role
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.

Customer health support

• Support the Director across an assigned group of live accounts, handling day-to-day follow-up under the Director's direction.

• 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.

• Prepare the data, packs and follow-up action lists for quarterly account reviews.

• Track renewals, consumables and spares reorders, and gather the technical and usage information needed for cross-sell, up-sell and value-add discussions: additional cells, higher throughput, new application areas, service agreements, performance optimisation and operator training.

• 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.

• Help assemble site-visit material, case studies and customer testimonials for Marketing.

Cross-sell, up-sell and pre-sales support

• Provide technical inputs on cross-sell and up-sell proposals within the existing account base, and on opportunities referred by current customers.

• Assist on technical discovery calls, capturing feed characterisation and application-fit notes.

• Prepare techno-economic inputs (OPEX/CAPEX comparison, payback calculation) for proposals and value-proposition documents.

• Help prepare and deliver product demonstrations, virtual plant walkthroughs and technical presentations.

• Pull application-specific technical content from emew's installed reference base to support RFQ and RFP responses.

• Compile actual performance data from comparable installed accounts so technical and performance claims in new proposals can be calibrated to field results.

Cross-functional coordination

• Keep information moving between Sales, Supply, Marketing and Finance on account matters, escalating anything that needs a decision to the Director.

• Feed customer performance data and field learnings back into the emew Application Maturity Map.

• Keep HubSpot complete and current for every account in the portfolio.

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.

• 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% of the time.

Also valuable

• Direct experience with precious metals refining, copper electrowinning, or battery recycling and black mass processing.

• Experience with 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.

• Quarterly account review packs prepared on time for every account.

• Technical input provided to at least three cross-sell, up-sell or referral proposals, with open customer issues tracked to closure.