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Customer Success Manager, Major Accounts
2 months ago
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 the entire portfolio
Schedule recurring calls with the 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 the 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 multinational corporation headquartered in the greater Seattle area. 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. 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.
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