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Customer Success Manager

3 months ago

Vernon, United States Omega Optical Full time

Job Type

Full-time

Description

Omega Optical Holdings is a leading precision optics platform whose brands design and manufacture precision optical filters, coatings, diffractive optics, and infrared components to enable mission-critical applications for global OEM customers in a wide range of industries, including life sciences, environmental monitoring, aerospace, defense, semiconductor, and more.

We value Precision, Collaboration and Teamwork, Continuous Improvement, Integrity, and Growth Opportunities for our employees. We look forward to welcoming the next Customer Success Manager to the team.

Requirements

Essential Duties and Responsibilities include the following, but not limited to:

Ensure best-in-class customer relationship management of named managed accounts such that they should come to see the OOH CST Manager, and available supporting technical resources as an extension of their own design, engineering procurement and quality teams

Maintain timely and accurate deal management in CRM

Perform established RFQ process to achieve fast turnaround, working with assigned technical resources within each division for acceptable costing and lead times.

Promote appropriate customer onsite visits, coordinated with outside sales, to present QBR's, meet new contacts, learn of current projects and new product introductions

Follow a consistent order entry and monitoring process which includes visibility to track orders moving through each appropriate OOH division to verify on time delivery which will be communicated to the customer for each order placed

Coordinate reporting for bookings and revenue by account and by product code

Continuous improvement of cross-platform knowledge base within the team, including accessing a knowledge base repository when available

Strive towards inter-division collaboration for a seamless customer interface experience (make every reasonable effort to shield inside the company processes and resource structure and exhibit smooth information flow to the outside)

CRITICAL KPI'S

Bookings to Budget for named managed accounts

Forecast accuracy and pipeline health

Quote turnaround and conversion rate

Build a library of Top Customer report cards

Track cross-platform orders by CST manager to measure success and highlight focus

Strategy to drive RMA issuance to zero with quick customer acknowledgement, preliminary disposition and final finding and corrective action promptness

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

High School Diploma or GED equivalent or 2 years of experience in a similar role; related certifications or specialized training a strong plus

Competencies

Proficient account and sales order management, multi-tasking when needed, working well in a team environment

Skills/Abilities

Self-directed activities related to job function, good work prioritization in a changing environment, strong collaboration mindset

COMPUTER SKILLS

Proficient use of Microsoft Office suite of applications (including Word, Excel, PowerPoint and Teams videoconferencing), CRM and basic navigation of ERP

WORK ENVIRONMENT

Business professional, office-based - remote work on occasion with prior approval from manager, appropriate business attire according to company handbook, friendly collaborative team-oriented positive attitude is essential to be successful in this role

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, walk, stand, talk and hear. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OOH is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.