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CUSTOMER SUCCESS MANAGER 

 

Job description:

The Customer Success Manager is a multi-faceted role that provides support to Sales and Corporate Operations from customer pre-order through post-implementation.  This position supports internal and external stakeholders by specifying, coordinating, purchasing and delivering products and services through a customer-centric mindset.  The Customer Success Manager collaborates with Customers and Sales to support new business opportunities, promote sales growth, and maintain key customer relationships. Knowledge of our systems, tools, processes, products, and customer's requirements is essential to providing timely and effective results whether it be the submission of a quote, managing a new business roll-out, or maintaining customer databases.

 

Job requirements:

Project Management (Pre- & Post-Sales) – 60%

  • Use discretion and judgment to manage and respond to customer inquiries regarding pricing, product availability, order status, general questions and requests, etc.  Provide consultation and collaborate with field sales to ensure customer success & satisfaction achievement
  • Serve as a universal point of contact for assigned sales team(s).  Triage and prioritize needs and requests while communicating to, and coordinating with, cross-functional teams for successful execution.  Areas include Demos/Trials, Customer/Technical training, Clinical support, Customer deliveries, etc.
  • Manage the customer delivery process from PO receipt through post-installation. Establish and coordinate deliverables based on customer needs, set and manage timelines, ensure deadlines are met and resources allocated appropriately for successful project completion
  • Analyze and recommend changes to Sales Operations practices

RFP Creation and Development – 20%

  • RFP/RFI Creation and Development – create, manage and develop assigned customer RFP/RFIs.  Review and analyze RFP requests for required key topics/inclusions

Additional Responsibilities - 20%

  • Creating customer quotes/proposals.  Review customer POs for accuracy, process orders, and distribute sales order confirmations
  • Provide excellent customer service via phone, email, chat for both internal and external customers
  • Regularly update and maintain customer records and internal systems to ensure accuracy and compliance to LINET’s Quality control systems
  • Create new customer accounts.  Ensure all required information is accurate and entered into internal systems.  Complete and process new customer and vendor packets, when applicable
  • Update pricing and part numbers in internal systems and work with internal departments to coordinate additions and changes as needed
  • Assist with customer Sales agreement/Contract creation and lifecycle management
  • Coordinate and assist staff with vendor credentialing and departmental new-hire processes
  • Other projects and duties as assigned
  • Regular and timely attendance
  • Work hours may vary to meet the needs of the region supported to complete work to meet the needs of the customer

 

Education and experience:

  • Bachelor’s degree, or equivalent education and experience
  • 5+ years’ prior experience in account management, product management, operations or customer support
  • Proficiency with Microsoft Office (O365) full suite of products, Adobe and Salesforce.com required.  Experience with SAP is a plus

 

Language skills:

Ability to respond to common inquiries or complaints from employees, customers or members of the business or at-large community 

 

Mathematical skills:

Ability to apply mathematical concepts and operations

 

Reasoning ability:

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions

 

Physical demands:

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to sit and stand.  The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
 

Work environment:

The work environment is located at the North American Headquarters in Charlotte, NC

 

Travel:

This position may require limited travel from time to time

 

LINET Americas, Inc. is an Equal Opportunity / Affirmative Action employer.
All candidates are selected solely on the basis of legally permissible job-related criteria.

 


Nearest Major Market: Lansing

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