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Customer Success Manager, Major Accounts

2 months ago

Bonita Springs, Florida, United States Fortive Full time

Customer Success Manager - Major Accounts Location: Bonita Springs, FL/Remote We are looking for a skilled professional who will ensure their customers' success with Fluke Reliability Solutions' (FRS) eMaint computerized maintenance management software (CMMS) product offering. Our products and services are successful in part because they are very effective but also because of our commitment to providing an exceptional customer experience. The successful candidate in this role will be passionate about engaging customers to provide proactive strategic guidance and expand FDS' business and product offering with customers. The FRS work environment is agile where there are daily standups and constant communication within each self-managed cross functional team. The ability to communicate effectively with the Professional Services Team and Helpdesk Support Team, along with all other department leads is key to the success of the role. Responsibilities:
• Manage a portfolio of top-level "can't lose" clients
• Establish a trusted advisor relationship that works to ensure we are meeting and/or exceeding customer's' expectations with our product
• Maintain high customer satisfaction ratings, per company standards
• Prioritizing and driving resolution on escalated customer issues - You are the Quarterback
• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention and growing revenue
• In-depth understanding of clients and their business needs/goals, allowing you to identify and develop upsell opportunities, and preserve recurring revenue
• Recommend appropriate service and pricing structure and generate proposals and contracts
• Developing success plans for customers that outline their critical success and growth factors
• Work successfully with all levels of the organization internally as well as external partners
• Manage the orchestration of dynamic and/or mission critical projects involving multiple internal and external stakeholders over extended time periods
• Lead Executive Business Reviews for entire portfolio
• Schedule recurring calls with entire portfolio
• Facilitate on-site client engagements on an as needed basis (travel permitting) Qualifications:
• B.A. or B.S. degree preferred or equivalent experience
• 5+ years of related experience highly desired
• Comprehensive understanding of pipeline revenue, forecasted revenue, and sales cycle revenue management with the ability to meet deadlines
• Proven ability to drive continuous value of products
• Customer Success knowledge/industry best practices
• Strong problem-solving abilities
• Self-starter mentality
• Top level presentation skills
• High level of pro-activeness and accountability
• Experience utilizing metrics to make data-driven decisions
• Previous SaaS experience preferred
• Proven track record upselling to existing customers and exceeding quota
• Proven interpersonal management skills and exceptional business acumen
• Attention to detail, strong organizational skills, and an absolute focus on quality of work About Fluke: Fluke Corporation is the world leader in the manufacture, distribution and service of electronic test tools and software. We are a dynamic market leader with sound financial health. The Fluke brand has a reputation for portability, ruggedness, safety, ease of use and rigid standards of quality. A wholly owned subsidiary of Fortive Corporation ), Fluke is a multi-national corporation headquartered in the greater Seattle area. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused, and growth-oriented. It is driven by the phenomenally successful Fortive Business System. Working at Fluke gives you access to a robust career development process and challenging, "stretch" opportunities. About Fortive: Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive's well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution. Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company's operating model is the Fortive Business System. For more information please

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.