Client Success Manager
3 weeks ago
Our Client Success Managers maintain past and current customers & help the engineers during the project on the details and questions that come up. They check back in on companies that have quoted with us in the past for quoting their next project and follow up on how we've done on their last project and tee up the timing for the next project.
This is role is customer service, customer advocate, sales support, sales operations type role with a little project management, scheduling, client account feedback reviews and occasional travel events and trade shows mixed in. The ideal candidate comes with experience in Account Management, customer service, sales Sales operations, follow up, inside sales support, generating quotes/proposals/scopes or statements of work is helpful. Excellent cross-functional experience working with internal and project teams to continually improve the entire customer experience is a critical factor in this role.
Responsibilities:
- Help Onboard New Clients & build a relationship to continue to service them over time (they keep coming back with new products) - Collaborate with engineers, hold their hand through their projects and interface between them and our world class engineers as they welcome new clients; help support the new client onboarding process. Also participate in Discovery Meeting learn about the latest electronic technologies.
- Transition New Clients to Existing Long Term Relationships - Following the first few projects with a client, transition the primary client relationship from the Hunter Closer to you as the Client Manager.
- Nurture Client Relationships - Schedule and participate in periodic touches /account reviews to arrange preparation for upcoming testing, device Discovery Calls you coordinate between your clients and our team members. Proactively seek client feedback on how we can provide them more value and make their testing experience better. Maintain communication to ensure client needs are met and that we are doling everything we can to support their new products.
- Provide Sales Support - Help generate quotes, proposals, test plans, scopes or statements of work, convert orders, secure pricing from technical teams, and execute follow up.
- Be The Client Advocate - Be the squeaky wheel who makes sure our clients get everything they need before they need it and better than they expect.
- Collaborate Cross-Functionally - Be a key internal epicenter of activity between client & internal teams. Direct traffic, learn the INs & OUTs of getting things turned around, work with billing, work with our tech teams, let our leadership & exec teams know how we can keep improving each month.
- Ensure Delivery to Customers - Facilitate the timely and successful delivery of solutions according to customer needs and objectives.
- Bachelor's degree or equivalent transferrable experience
- Strong verbal and written communications skills
- Excellent listening, organization and presentation abilities
- Familiarity with CRM software
- Proven ability to juggle multiple account management projects at a time, while
- maintaining sharp attention to detail, helping all stakeholders stay on track
- High Emotional Intelligence
- Tech Savvy, ability to know or quickly learn most mainstream business (i.e. Office 365) apps
- Good balance of hard and soft skills; i.e. a relationship "people person"; who is organized, efficient & very rarely "forgets" about something or "drops the ball"
- Someone is accountable and holds others accountable too
CT is a organization dedicated to culture, keeping our team happy, and keeping our clients happy. Since 1963, CT has been providing elite SME engineering services to emerging tech manufacturers from Silicon Valley, Arizona, California, and all over the United States and the world.
We specialize in regulatory testing on behalf of agencies like the FCC, DHS, NIST, European Union, UK, South Korea, Japan, Australia, New Zealand & more. Our team members enjoy a work culture that promotes healthy accountability, communication, collaboration, coordination, conflict, diversity, growth, inclusion, innovation, integrity, opportunity, quality, relationships, results, teamwork & wellness.
CT benefits include medical, HSA, dental, vision, 401K, profit-sharing, hybrid & flexible work schedules, PTO, performance incentives Employees can also take advantage of employer provided food & beverages in office, first-come covered parking, casual Fridays, end of year holiday break, completely cloud- based business solutions, cutting edge ERP/CRM, health & wellness discounts, culture committee events, and being positioned in one of the hottest growth industries & markets in the Southwest.
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