Interviews: 2-3 rounds, int times for first round next week any day 11-1pm
Exclusive
Must haves:
5+ Years of professional experience
3+ Years in a similar role as customer success manager or sr customer support role
Industry Experience: Industrial Solutions, Operations, Maintenance, Manufacturing, etc
Experience working with equipment sales or similar (industries above)
Experience with scheduling, familiar with tracking parts, orders, and providing updates to customers
Experience working with customers directly
Ability to travel (up to 50% max, pre planned, paid, in US)
Plusses:
experience in blasting and painting
Day to Day:
A Customer Success Manager is responsible for managing a set of large accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted advisor to each customer. As a successful CSM you will achieve a high level of customer NPS, contract renewals and increased revenue within your customer base. This person will manage 5-20 accounts depending on size. No people management required.
Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with solutions tailored to customer needs.
• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues. • Maintain a revenue base by managing account retention and renewal. • Drive increased revenue through increased product adoption and increased usage. • Become an expert in blasting processes and equipment and educate customers on the use and benefits of our products. • Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met
The customer success managers will be doing quarterly/monthly business reviews and insights (spending trends, downtime, trends, opportunities)
This will be the first of several openings.
Each CSM can manage 5-20 accounts depending on size.
They will be responsible for some scheduling (field techs, resource allocation)
KPIs
Revenue generation- what is the customer spending today and what did they spend the end of the year