Customer Success Manager

5 days ago

Naperville, United States SIMCO Electronics Full time

SIMCO’s mission is Protecting More People by Delivering Life-Saving Quality Leaner. SIMCO is the leading provider of calibration and software services for test and measurement instruments used in regulated industries where high reliability is critical. Founded in 1962 to service NASA and high technology firms in Silicon Valley, SIMCO is a trusted partner for 60 years and counting. SIMCO is known for tailored solutions with global program visibility. Today, SIMCO’s 20 calibration labs and its CERDAAC software service over 3,000 organizations, including 16 of the top 20 global biomedical device manufacturers and 14 of the top 20 global aerospace and defense manufacturers. SIMCO is ranked #1 globally in customer value leadership for consistently exceeding client expectations. This position will be covering the Mid-West Region (IL, IN, MS, WI, MI and OH)



Who We Are

SIMCO’s Mission in Service culture is anchored in 3 core values of Trust, Empathy, and Innovation, plus 9 guiding principles.



TRUST: Competency, Reliability, and Sincerity

Obsess Over Customers. We fanatically focus on customer success; their technology protects our loved ones.

Don’t Compromise On Quality. Customers depend on us to help ensure the safety & reliability of their life-saving products.

Respond Fast & Friendly. We respond quickly to customers & colleagues, who depend on us for their livelihood.



EMPATHY: Humility, Curiosity, and Understanding

Learn & Grow. We strive to master our craft and are constantly learning, evolving.

Operate Like Owners. We take ownership of outcomes, not just effort. We’re biased toward action.

Serve As One Team. We rise above personal interests to better serve our customers and our mission as one company.



INNOVATION: Technical Creativity, Risk-Taking, and Action-Oriented

Find A Better Way. We constantly seek ways to improve our customer’s & our business. We embrace technology & change.

Attack The Problems. We run toward problems. We respond quickly and aggressively to customer and colleague issues.

Lead By Being Lean. By eliminating waste, we free ourselves to accomplish even more amazing things.


The single most untapped competitive advantage is teamwork. Here at SIMCO we embrace the following 5 behaviors model:

  1. Trust. We trust one another. Team members are genuinely transparent and honest with one another forming a safe environment that creates vulnerability-based trust.
  2. Conflict. We engage in conflict around ideas. With trust, team members are able to engage in unfiltered, constructive debate of ideas.
  3. Commitment. We commit to decisions. When team members are able to offer opinions and debate ideas, they feel heard and respected, and are able to commit to decisions. We weigh-in so we can buy-in.
  4. Accountability. We hold one another accountable. Once everyone is committed to a clear plan of action, they are more willing to hold one another accountable.
  5. Results. We focus on achieving collective results. The ultimate goal is the achievement of results, unlocked through implementing principles of Trust, Conflict, Commitment, and Accountability.



Who You Are

A Player. You achieve what others can’t. You are a top performer and a high achiever.

Ideal Team Player. You are hungry, humble, and human.

Trustworthy. You are competent, reliable, and sincere.

Mission in Service. You are a cultural fit with our mission, values, and principles.

Work Ethic. You volunteer your discretionary effort.



Experience Profile

  • Responsible for achieving sales volume retention quota.
  • Manage renewal activities for customers between $25-300k in annual sales volume.
  • Successfully implement annual price increases with assigned sales portfolio.
  • 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 generation and prospecting will be required.
  • Lead follow-up calls to potential and 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)



Expertise Required

  • 1-2 years of experience selling products and services
  • Experience with B2B sales
  • Miller Heiman alumni (not required, but a strong plus)
  • Lean Six Sigma Yellow Belt (not required, but a strong plus)
  • Excellent written, verbal, and analytical skills
  • Word, Excel, Salesforce



Education and/or Experience

  • Bachelor’s degree or equivalent. A minimum of 1-2 years of business-to-business service sales experience, preferably in an industrial environment requiring some technical aptitude. Experience in working with compliance requirements of quality systems. Calibration service sales preferred but not mandatory.


Working Environment and Travel

  • Travel within assigned metro is expected for face-to-face meeting(s) with assigned customers
  • Depending on the assigned metro, overnight travel may be required
  • Overnight travel will be required to support corporate sales training and annual meetings
  • Overnight travel is expected to be less than 25%



Blueprint for Role


Objective: The Customer Success Manager position requires a combination of sales experience, customer focus, ambition, and the ability to work in a fast-paced customer success environment.



Position Outcomes

  1. Support between 25-70 customers with overall value between $2-5M annual sales
  2. Grow the overall value of the portfolio through customer growth strategies
  3. > 95%+ volume retention of assigned clients
  4. Successfully manage customer renewal process within corporate pricing guidelines
  5. Identify opportunities to upsell / cross sell clients with SIMCO’s total value proposition

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