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Customer Success Manager

3 months ago

Plano, United States A-SAFE USA Full time

Key Responsibilities & Duties:

  • Retain and nurture L, R, M and K customer relationships within territory, providing post-sale support ensuring success with products and services.
  • Grow L, R, M and K business within territory with cross-selling and upselling products and services
  • Ensure customers’ onboarding experience is efficient and gather / verify all information on projects
  • Gather product and process feedback and hear the Voice of the Customer.
  • Prioritize and organize daily tasks
  • Send quotes to customers, and proactively following up in a timely manner
  • Organize follow-up commercial meetings as required coordinating diaries accordingly
  • Work collaboratively with RAMs, KAMs and Design to ensure seamless customer experience
  • Establish and maintain the correct level of engagement at all times
  • Ensure all internal systems (CRM & ERP) and databases are updated timely and accurately
  • Actively participate in internal and external meetings where attendance is required.


Communications and Working Relationships

Your main contacts will include:


Internal:

  • Other Customer Success Managers
  • Regional Account Managers
  • Key Account Managers
  • Design Team
  • Warehouse Logistics Team


External:

  • Existing Customers


Scope of Impact

Depending on the maturity and geographic size of their main entity the CSM role may have a defined area, designated RAMs, or be targeted to a specific vertical market (i.e., industry type). (circa 160 – 320 sites)


Core Business Responsibilities

  • Ensure that you, your colleagues and any visitors conduct selves with due regard to the Company’s Health & Safety Policy, procedures and Safe Systems of Work when on site
  • Promote equality and diversity at all times while representing the Company
  • Undertake any additional reasonable task instructed by your Line Manager
  • Undertake any additional reasonable task instructed by a member of the Executive and Senior Management team
  • Adhere to all Company policies



Knowledge, Skills & Experience (including professional qualifications and memberships):

Essential:

  • A proven track record of experience in account management and customer success
  • A self-starter with strong time management, prioritization and organizational skills
  • A natural problem solver who is process oriented and disciplined
  • Working knowledge of CRM systems (NetSuite is a plus)
  • IT literate
  • A confident and professional communication manner (phone and digital) with proven experience of building strong customer and business relationships and improving customer satisfaction
  • Good commercial awareness
  • Excellent verbal and written communication skills
  • Strong collaboration skills and working effectively in team environments

Desirable:

  • Experience in working outside or inside sales
  • Experience of working as part of sales team
  • Previous experience in or knowledge of the warehouse and / or safety industries