Customer Success Manager

3 weeks ago

Joliet, United States CareerBuilder Full time

Job Description Customer Success Manager
Innovative manufacturer of zero-emission vehicles Leader in transportation electrification in North America Its us Every day, in our own way, we help improve our environment and our society. Come build the future with us Why you should join our team
Youll work in an exciting and constantly evolving work environment (you wont get bored with us)
We totally understand. Your family and your health come first
Your hours are flexible, and we trust you
We offer (rock-solid) insurance coverage, and a great employee assistance program
At Lion, your career potential is limitless
The Customer Success Management team is committed to ensuring all existing customers have the best possible experience and achieve their goal outcomes with Lion Electric solutions. We strive to build strong relationships, understand customer goals, and track progress to ensure those goals are achieved over time. Our team works closely with existing customers to help them get the most out of their solutions and build on their electrification journeys.
We are a small, passionate team. We are looking for applicants who are willing to wear many hats and dig in to find new ways to meet customer needs. This team will help build and improve new processes and will work with all departments across Lion to better serve our customers.connect the dots for a seamless customer experience.
As part of your daily work, you will:
Own the customer relationship for a portfolio of customers from the award of sale and beyond through deployment, training, support, product adoption, value realization, and identification of expansion opportunities.
Serve as the customer's single key point of contact and serve as the customer advocate for that client to all internal Lion teams.
Ensure understanding of each customers desired outcomes from using Lion solutions; ensure these goal outcomes are understood across the internal team.
Understand the curated Customer Journey to be delivered to the customer. Ensure all touchpoints are properly executed at the right time.
Collaborate with other functions (Sales, Service, Marketing, Project Management, Lion Energy, LionBeat, Grants, and more) to ensure goal customer outcomes are achieved and planned customer touchpoints are properly delivered.
Maintain consistent, transparent communication with customers through their lifecycle.
Utilize and improve upon established project management systems to deliver high-quality customer service while meeting revenue goals.
Assist in building processes to enable new touchpoints to be delivered to customer base.
Measure Customer Health for each customer on regular basis; use data to drive actions that will improve customer scores; share score information cross-functionally to drive risk mitigation or advocacy, as indicated by scoring.
Share macro-level Health data with leadership and other functions to generate focus on broader opportunities for improvement.
Build deep and trusting relationships with Lion customers: identify customer pain points and opportunities for service growth and revenue generation.
Develop onboarding tools and trainings for customer success representative.
Provide trainings and manage other customer success team members.
Be responsible to generate repeat business in the California market specifically.
If you read our description this far, it means youre interested Read on
What you need to succeed in this position:
Excellent communication and interpersonal skills with an aptitude for building strong client relationships
Demonstrated commercial experience meeting/exceeding goals and an ability to deliver excellent customer experience
Understanding of sales performance metrics
Proactive self-starter who can create and drive action-plans to deliver customer value
Excellent communication and negotiation skills; ability to gain buy-in from various teams and individuals and influence productive actions
Strong analytical skills; ability to condense complex information into simple, clear messaging for multiple audiences
Strong data analytics skills; ability to dive into customer data and quantify value of solutions from customer point-of-view
Strong initiative and desire to continually improve processes
Hands on experience with CRM software and MS Office (MS Excel in particular)
Business acumen with a problem-solving attitude
BSc degree in Business or Technical field
5+ years in Sales, Customer Success, Project Management, or related field
Will need to travel for customer meetings on a regular basis

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