Customer Success Manager

Job Description

The Customer Success Manager supports customers identified as Key Accounts for the purpose of maximizing customer retention and delivering an annual sales growth objective. Key Account definition include customers such as private equity owned groups, doctor alliances, optical dispensary management groups, regional retailers and other multi location accounts that require a higher level of account management.

NOT EXCLUSIVE:
The duties outlined in this document are not limited to what is presented and are not exclusive. You may be asked from time to time to perform additional duties by your supervisor.

Responsibilities

PRIMARY RESPONSIBILITIES:

• Supports customer success to attain annual growth objectives
• Participates in tactical planning and execution of the business development plan for assigned customers.
• Leads the appropriate on-boarding, training and development activities to enhance the competencies of designated accounts staff when converting to Hoya.
• Implements joint account planning and business review at the account level.
• Works cross functionally to ensure commercial business opportunities are supported (CS, IT, Finance, Marketing)
• Conducts quarterly reviews detailing plans, targets, activities, and results providing tactical recommendations for sustainable results.
• Communication and collaboration with Hoya senior management relative to account needs and business acceleration tactics.
• Other duties as assigned.

Strategic Planning:

• Proactively monitors and analyzes the sales potential based on product mix and volume growth for each assigned customer.
• In conjunction with the ECP and Retail leadership, support the development of a strategic business plan that identifies relevant opportunities, tactical initiatives and timelines for completion for each assigned customer.
• Partners with other HOYA personnel to identify and develop an in-depth understanding of customer dynamics and business product opportunities.
• Adjusts both strategic and tactical plans as necessary based upon trial and learnings.
• Effectively utilizes analytical tools and software applications to manage assigned accounts (Power BI, SFDC, Excel, and others).

Strategic Selling:

• Reinforces the value proposition that Hoya offers to the assigned and potential key accounts.
• Uses consultative selling approach to drive sales and establish a long-term business partnership.

Strategic Service:

• Anticipates accounts needs/issues, addresses them proactively and resolves issues in a timely manner.
• Partners with appropriate HOYA personnel when addressing accounts needs.
• Provides a reliable liaison between HOYA and key account locations to deliver a seamless customer experience.
• Demonstrates a commitment to customer service through customer involvement.
• Effectively completes requested tasks from management and corporate office in a timely manner.

Qualifications

EDUCATION AND QUALIFICATIONS

• Advanced optical certification strongly preferred
• Demonstrated sales results with a minimum of 5 years outside sales experience preferred
• Demonstrated computer skills
• Demonstrated presentation skills
• Customer service experience or client relations strongly preferred.
• Must be able to travel up to 75% of the time

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently required to sit, walk and drive. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move 10 pounds and occasionally up to 25 pounds.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

Functional Competencies:

• Results Oriented - Delivers on commitments consistently. Builds collaborative relationships and alliances. Use tactics to persuade others to take a specific course of action and establish credibility. Gathers all information needed to make informed decision and recommendation. Focuses on results and desired outcomes and how best to achieve them. Gets the job done.
• Technical Skills - Ability to grasp the underlying concepts in the optical industry including product knowledge and managed care.
• Business Acumen - Make sound business decisions based on a strong understanding of customer analysis, customer management, planning and organization as well as Hoya's best practices. Stays up to date on Hoya products and identifies the business value they provide to customers.
• Leadership - Manages, leads, and enables the process of change in a cross functional team. Leads without authority by influencing others to willingly cooperate and engage. Demonstrate ability to impact and inspire others.
• Administrative Skills - Focus on completing all work tasks in a timely manner while remaining responsive enough to react to shifting priorities.
• Communication Skills - Effective in persuading, convincing, influencing, or impressing others in order to get support to a specific agenda. Build long-term professional relationship and interaction based on trust. Is willing to communicate decisions in the face of opposition. Identify key bargaining points for all parties and work effectively toward win-win solutions.

General Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Be able to use gathered information and analysis to maintain the best available customer centric offering available.
• Customer Service - Manages difficult or emotional customer situations professionally; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict professionally by not blaming others; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Personnel Management - Remains attentive to customer needs and staffs personnel accordingly; Manages all employee activities in a professional manner; Assesses deployment regularly and provides recommendations on changes as needed.
• Judgment - Displays willingness and ability to make thorough business decisions; Exhibits sound and accurate judgment; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments prepared and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.