Job Description
Customer Success Manager
Summary:
As a Customer Success Manager, you will play a key role in educating customers about our cross-platform capabilities and demonstrating how we can serve as a single, value-added supply chain partner. Your goal will be to help customers consolidate multiple optical component and sub-assembly suppliers into a streamlined procurement process, ensuring efficiency and consistency.
Key Responsibilities:
While responsibilities may evolve, your primary focus will include:
Building and maintaining strong relationships with assigned accounts, positioning yourself and our technical resources as trusted partners for their design, engineering, procurement, and quality teams.
Managing and tracking customer interactions, deals, and updates in the CRM system to ensure accurate and timely reporting.
Overseeing the RFQ (Request for Quote) process to provide quick turnaround times, collaborating with technical teams to determine competitive pricing and lead times.
Coordinating customer onsite visits with the sales team to present Quarterly Business Reviews (QBRs), establish new contacts, and learn about current projects and upcoming product launches.
Ensuring smooth order entry and monitoring processes, providing customers with visibility on order tracking and timely delivery updates.
Generating reports on bookings, revenue, and product trends for key accounts.
Continuously expanding knowledge of cross-platform solutions and contributing to a shared knowledge base.
Fostering collaboration across different divisions to provide a seamless customer experience.
Implementing strategies to minimize RMA (Return Merchandise Authorization) issuance and drive quick resolutions for customer concerns.
Key Performance Indicators (KPIs):
Achieving budgeted bookings for assigned accounts.
Maintaining forecast accuracy and a healthy sales pipeline.
Improving quote turnaround times and conversion rates.
Developing and maintaining a library of top customer report cards.
Tracking cross-platform orders to measure success and identify opportunities.
Qualifications:
To be successful in this role, you should meet the following criteria:
Education & Experience:
High school diploma or GED equivalent required.
At least 2 years of experience in a similar role preferred.
Relevant certifications or specialized training are a plus.
Skills & Competencies:
Strong relationship management and customer service skills.
Ability to manage multiple accounts and sales orders efficiently.
Effective prioritization and problem-solving abilities in a dynamic environment.
Collaborative mindset with the ability to work well in a team.
Technical Proficiency:
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, and Teams).
Experience with CRM systems and basic ERP navigation.
Work Environment:
Professional office setting with occasional remote work upon approval.
Business-appropriate attire in accordance with company guidelines.
Friendly, team-oriented workplace with a strong emphasis on collaboration and positive attitude.
Physical Demands:
Regular activities include sitting, walking, standing, talking, and listening.
Occasionally required to lift or move up to 50 pounds.
Specific vision abilities include close vision and focus adjustment.
Reasonable accommodations can be made for individuals with disabilities.
Equal Opportunity Employer Statement:
We are committed to fostering a diverse and inclusive workplace.
We do not tolerate discrimination or harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as defined by federal, state, or local laws.
If you're passionate about building strong customer relationships and ensuring seamless supply chain operations, we'd love to hear from you!
Employment Type: Full-Time
Salary: $ 52,000.00 139,000.00 Per Year
Job Tags
Full time, Casual work, Work at office, Local area,