DescriptionAs a Customer Success Manager, you are responsible for ensuring customer retention, product satisfaction and escalation and helping customer realize value from Kornit products and services. This role is ultimately responsible for the management of customers and will work in conjunction with other departments within Kornit to resolve customer issues and escalations. This is a key role responsible for advocating on behalf of their customers and ensuring the customers understands our products, service and contractual commitments.
Responsibilities- Supports sales growth, relationship management and internal and external communication.
- Ensure customer adherence with Kornit maintenance guideline to optimize system performance
- Help customers fully leverage their Kornit products and services and understand their ROI through strategies that reveal customer business challenges and objectives.
- Manages Field Service Engineers assigned to the customer sites.
- Develops and owns customer success plan and deliverables for key focus customers in portfolio identified as having greatest growth potential.
- Presents executive summaries to senior leaders.
- Accountable for project management and execution of customer and Kornit business initiatives.
- Responsible for maintenance of routine status reports and process documentation in internal knowledge management sites such as Salesforce and Oracle.
- Partners cross functionally to create data-based monitoring tools that drive appropriate proactive customer outreach.
- Organizes and leads contract renewal strategy with key internal stakeholders in anticipation of renewal date.
- Identifies and categorizes retention/churn risk and leads campaigns to ensure customer renewal.
- Become a trusted customer advisor by guiding customers to industry and vertical best practices and map, expand and deepen customer relationships and own internal relationship matrix responsibilities with emphasis upon focus customers within portfolio.
- Through routine customer communications, proactively identifies potential issues and works to lead cross-functional efforts to mitigate issues and risks by implementing solutions with a sense of urgency.
- Ability to anticipate and communicate future customer needs including customer programs, communication and support strategies, training, products and services.
- Conduct personal visits with key customer contacts and engage in relationship building, goal setting and Business Review.
- Develops and executes upon a customer portfolio strategy that drives customer initiatives, product solutions and retention.
RequirementsQualifications - 3-5 years of related experience; customer support, mission critical services, manufacturing environment
- Bachelor's degree
- Technical Support experience - preferred
- 3-5 years of experience supervising technical personnel
- Travel up to 50% (normally much less)
- Ability to work cross functionally in a productive and collaborative manner to achieve defined objectives.
- Excellent written and verbal communication skills.
- Strong problem-solving skills and attention to detail.
- Strong computer skills, with an above average knowledge of Microsoft Office products.
- Familiarity with customer relations management software applications (Salesforce).
- Demonstrated ability to engage with customer management and key decision makers in a positive and collaborative manner.
- Located in the Los Angeles area
Salary Range: $90,000-$120,000
Kornit Digital offers an outstanding compensation and benefits package, medical, dental, and life insurance; Investment Savings Plan (401K) with employer matching.
