Position Overview:The Customer Success Manager, Central is responsible for managing service retention effectiveness within a specific geographic area. This position is based in the Naperville/Chicago Metro and covers Central region customer accounts and labs. Regular travel to customer sites and labs is required.
Responsibilities:- Customer Relations: Regularly visit assigned customers to promote services and introduce new technologies and gather feedback.
- Support between 25-70 customers with overall value between $25K-400K annual sales
- Responsible for achieving volume retention quota.
- Identify opportunities to upsell / cross sell clients with SIMCO's total value proposition.
- Grow the overall value of the portfolio through customer growth strategies.
- Ensures exceptional customer satisfaction is being delivered to strengthen and grow the business relationship.
- Identify opportunities for continuous improvement as a champion for your customers.
- Lead follow-up calls with existing customers by telephone and e-mail to qualify leads and sell services.
- Take ownership for the portfolio of business assigned and escalate when required to resolve client expectations
- Manage administrative internal processes, to accomplish the desired outcomes for your customer.
- Completes general reporting on the territory activity in Salesforce.com. (in-person meetings, renewal status)
- Travel: Travel commitment is dependent on the assigned territory. 50% may be expected to manage a large geographical territory.
- Reporting: Collect and report on customer health, forecasts, and competitive information. Also work with marketing management and recommend corrective actions based on customer feedback.
- KPIs: Collaborate to meet key performance indicators:
-Increased retention rate %
-Increased volume #
-Increased Customer Satisfaction %
-Employee Engagement
Qualifications:- Education: Bachelor's degree in business or a related field. Experience and Certification(s) in the Calibration and/or Lean Six Sigma field is desirable and can be a substitute.
- Experience: Proven experience in supporting post-sale services, customer service and field logistics with a strong focus on customer satisfaction and achieving retention and growth goals.
- Skills: Strong communication and analytical skills. Ability to work with customers on issue resolution, forecasting, and new product ideas and follow corporate policies regarding customer relations.
- MS Office Products: Ability to produce concise, clear PowerPoint presentations, backed by sound Excel analysis. Plus, other related applications.
Technical Skills:- Customer Relationship Management (CRM): Proficiency in CRM software like Salesforce to collect opportunity-related and performance data.
- Data Analysis: Competence in using tools like Excel or specialized software to analyze service data, generate reports, and make data-driven decisions.
- Strategic Planning: Expertise in creating and executing strategic plans to achieve service retention goals and expand market presence. Forecasting is a key element.
- Product Knowledge: In-depth understanding of the services being sold to effectively communicate benefits and features to customers.
Working EnvironmentWork primarily in a laboratory or manufacturing environment at a SIMCO location and
or customer sites. Travel may be required to other domestic and possibly international
locations.
What We OfferFull-time, exempt position, sign on bonus eligible
Excellent benefits package Employer paid medical, dental, vision, disability, life insurance, retirement plan, employee funded pre-tax health, childcare spending accounts and tuition reimbursement
Paid time off with vacation, sick and holiday leave
