Customer Success Manager

1 week ago

Reston, Virginia, United States Murrelektronik Full time
About Murrelektronik

Murrelektronik is a leading provider of innovative solutions for the industrial automation sector. Our success is built on the foundation of committed employees, cutting-edge products, and a customer-centric approach. With a strong presence in both national and international markets, we strive to establish long-term connections with our clients.

We prioritize employee satisfaction and welfare, offering a comprehensive benefits package that includes medical, dental, and vision services, tuition reimbursement, and a flexible work environment. Our goal is to support our employees in their personal and professional growth.

Customer Success Manager Role

The Customer Success Manager is the primary point of contact for our highest value customers. This role requires a deep understanding of customer needs and behaviors, as well as the ability to communicate effectively with cross-functional teams. The ideal candidate will be responsible for addressing customer concerns, resolving issues, and developing strategies to drive growth and revenue.

Key Responsibilities
  • Conduct regular check-ins with outside sales partners to ensure alignment and identify opportunities for growth.
  • Support sales partners in scheduling meetings, demonstrations, and other customer-facing activities.
  • Develop and implement initiatives to encourage customer growth and increase revenue conversion.
  • Conduct bi-monthly sales pipeline and opportunity reviews to ensure alignment with customer needs.
  • Establish and maintain strong relationships with customers to drive loyalty and advocacy.
  • Proactively engage with a predefined client segment to develop and deliver client-specific reports, provide project planning support, and maintain client pricing data.
  • Provide thought leadership to create credibility and trust with clients.
  • Manage and respond to customer service-related inquiries via phone, cases, and email.
  • Own the complete order lifecycle, including accurate order entry, delivery updates, and invoice receipt.
  • Accurately create and deliver pricing and availability quotes, as well as special pricing quotes.
  • Ensure timely resolution of customer issues and handle escalated matters with urgency.
  • Collaborate with internal departments to address client issues and concerns.
  • Foster proficient familiarity with product applications at an intermediate level.
  • Scale up and down to support the Customer Experience Managers and Sr. Customer Service Specialists as needed.
  • Work with Customer Experience Managers to ensure cross-training of Customer Service team members on the client base.
  • Attend assigned training sessions and participate in in-person client meetings as required.
Requirements
  • Minimum 5 years of senior-level customer service experience.
  • Proficiency in working with SAP or similar ERP systems.
  • Proficiency in working with Salesforce or similar CRM systems.
  • Strong oral and written communication skills, with the ability to conduct strategic presentations to executive stakeholders.
  • Bi-lingual preferred.
  • Detail-oriented and able to provide high-quality work with a sense of urgency and focus on accuracy.
  • Ability to be open and adaptable to change.
  • Strong customer focus, empathetic, friendly, good energy, and positive demeanor in the workplace.
  • Excellent time management skills and ability to multi-task when under pressure.
  • Strong interpersonal & communication skills and ability to work well in a peer-driven-team environment.
  • Ability to operate with a high degree of emotional intelligence in the workplace and while interacting with others.
  • Understanding of Murrelektronik's Products and Industry.
  • Embody Murrelektronik's Core Values: Courage, Accountability, Integrity, Passion, and Unity.
Education
  • Bachelor's degree in business or other degree-related field preferred.
Travel
  • Occasional travel is required for this position.

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