The Strategic Customer Success Manager resolves client issues, researches problems, and makes recommendations for potential product enhancements or modifications. Maintains and increases sales by cultivating client relationships and meeting their operational needs. May assist in the preparation of sales forecasts, quotes or negotiations. Explores various marketing channels to improve sales performance. Reports to Director of Operations.
Responsibilities
- Provide internal support to external sales team to increase revenue through cross-sell and up-sell.
- Understand customer's business issues, desired business outcomes and recommend solutions.
- Project Management: Follow up on delivery of materials to customer sites; liaise with weigh bridge vendors to prioritize deliveries based on priorities of sales orders.
- Deliver a proactive customer contact strategy in parallel with external sales team contacts.
- Assist in scheduling and organizing scale installs, service, and repairs. (Involves reviewing open orders by region and coordinating with service technicians.)
- Ability to prioritize, multi-task, and perform effectively under pressure.
- Exceptional organizational, presentation, and communication skills, both verbal and written.
- Eventual management of service technicians in field.
- Enter sales orders into ERP (Acumatica) and learn all facets of ERP and CRM systems.
- Manage freight charges to customers. Identify deficiencies between freight costs and freight-out recovery.
- Be a thought leader, learn the product lines, embrace innovation, swap ideas between customers and sales people.
Requirements and Qualifications
- On site position.
- 5+ years in a customer-facing Account Management position.
- Experience managing, consulting and negotiating with Enterprise customers.
- Experience supporting products in an industrial environment.
- Proficiency in ERP and CRM applications. Excel experience a must.
- A bias-towards-action, with a willingness to "roll up your sleeves" to get the job done.
- Strategic thinker who can take both short and long-term business objectives and execute on a tight tactical plan to achieve.
- Technically minded but solutions oriented.
- Confident and convincing individual.
- Strong technical skills or ability to quickly learn technical concepts.
- The ability to thrive in a variable and demanding environment.
- Proactive, energetic attitude.
- Experience working for manufacturing companies.