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Customer Success Manager

4 months ago

Chapel Hill, United States Phononic Full time

Joining Phononic as a Customer Success Manager – Cold Chain Fulfillment means you must be a self-motivated, independent leader with an entrepreneurial spirit that will leverage past experiences to help build the customer success playbook at Phononic. This role’s responsibilities are critical to Phononic’s ability to meet customer outcomes and ensure a positive customer experience. You will be accountable for managing various responsibilities in the customer journey lifecycle including onboarding, deepening the customer relationship, expansion, and renewals. Phononic’s primary product offering is a disruptive cooling and freezing technology that allows for on-demand cooling and freezing order fulfillment totes using innovative compressor-free thermal electric technology that meet high performance requirements for reliability, performance and sustainability throughout the food, beverage, and pharmaceutical cold chain supply. Phononic has major benefits over traditional and antiquated passive systems that no product in the industry can claim and eliminates the need for freezer or chilled warehouses, reach-in or walk-in cooling systems, and refrigerated or tri temperature trucks for fulfillment of grocery orders. Key Responsibilities: Cultivate and maintain strong, long-term relationships with key stakeholders within customer’s organizations in the retail, grocery, and micro fulfillment industries Monitor the integration planning and deployment efforts and manage customer’s expectations throughout the deployment process Own the post-deployment onboarding process to ensure customer and end-user acceptance of the Phononic solution and coordinate technical service and enablement with internal team members when appropriate Manage the customer relationship with a focus on customer outcomes Serve as the primary point of contact, addressing customer inquiries and concerns promptly and effectively Provide expertise to retail clients on how to leverage the cold chain fulfillment solution for enhanced operational efficiency and product quality Drive revenue expansion within customer accounts by strategically increasing sales per retail location and facilitating expansion to additional locations. Improve Phononic’s customer management business processes to scale our customer success operations Proactively identify opportunities to optimize the use of Phononic's hardware solutions for maximum efficiency and ROI. Work alongside Phononic’s broader customer success team, inclusive of solutions engineers, project managers, field service engineers, and other roles to ensure an optimal customer experience through post-sales activities including deployments, onboarding, and post-deployment engagements Assist with the product roadmap feedback via direct knowledge of customer’s interactions with our products and work cross-functionally with the other roles within the customer success department to collect VOC and provide a feedback loop into our product management and development teams Develop and maintain a deep understanding of Phononic's cold chain fulfillment solution Minimum Requirements: Bachelor’s degree in Business, Marketing, Communications, Psychology, Engineering, or similar required 5+ years of experience customer success, sales, account management, or similar customer facing roles Existing background in ecommerce fulfillment, cold-chain, automation, storage, warehouse, grocery, or last mile delivery is a must Strong communication and interpersonal skills, with the ability to translate technical concepts for non-technical stakeholders. Experience using customer relationship management (CRM) software. Strong business acumen Strong project management skillsets (PMP preferred) Strong analytical/quantitative abilities, problem solving and presentation skills Ability to establish and foster relationships between various internal/external customers Ability to travel up to 15% Note: Our vendor list is currently full, and we will not accept unsolicited agency requests. About Phononic: Phononic, Inc. is an innovator of semiconductor cooling solutions that sustainably transform refrigeration and cooling. The Company's thermoelectric chips and fully integrated products are used in Optoelectronics (fiber optic communications/5G/LiDAR); Cold Chain Fulfillment; Retail Merchandising (grocery); and Technology Licensing (licensed to leaders in the life sciences, healthcare, and climate control sectors). Phononic’s innovations are revolutionizing the way people work and communicate, how grocers merchandize and deliver food, how life-saving vaccines and drugs are protected, and how houses and buildings are cooled – setting a new global standard of efficiency and sustainability. For additional Company and product information visit: www.phononic.com. Phononic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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