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Customer Engagement Manager

2 months ago

Columbus, Ohio, United States BlastOne Full time
Job Overview

Salary:

Company Background

BlastOne is a family-owned enterprise that is rapidly expanding on a global scale, seeking exceptional talent to become part of our vibrant and fast-paced team.

Our strength lies in our remarkable staff who align with our outstanding culture. We prioritize competitive compensation and excellent benefits to attract the finest professionals.

About Us: BlastOne stands as a premier global provider of Abrasive Blasting and Coating Equipment and Facilities across various industries. Our growth hinges on hiring exceptional individuals who resonate with our core values.

Position Summary

The Customer Success Manager plays a pivotal role in overseeing a portfolio of significant accounts, ensuring high levels of customer satisfaction, effective product utilization, and customer loyalty. You will act as the main liaison for key clients, comprehend their success metrics, address inquiries, resolve challenges, and gradually become a trusted advisor for each client. A successful CSM will drive high customer NPS, secure contract renewals, and enhance revenue within their account base.

  • Establish and nurture robust, long-lasting relationships with clients through consistent communication and efficient issue resolution tailored to their needs.
  • Collaborate closely with Sales, Support, Billing, and other technical teams to guarantee an outstanding customer experience and address any client concerns.
  • Maintain revenue streams by managing account retention and renewals.
  • Boost revenue through increased product adoption and usage.
  • Develop expertise in blasting processes and equipment, educating clients on the advantages and applications of our offerings.
  • Highlight the value of BlastOne products and services, enabling clients to recognize their benefits.
  • Conduct regular customer success assessments to ensure clients maximize our products/services, proactively resolve issues, and achieve their objectives.

Qualifications

  • Over 5 years of experience in industrial equipment sales or service.
  • Prior experience as a customer success manager, customer service representative, or in a similar role, managing the procurement process from requisition to delivery while ensuring adherence to company policies.
  • Bachelor's degree in Engineering, Business, Marketing, or related fields, or equivalent experience.
  • Familiarity with heavy industrial solutions.
  • Understanding of blasting and coating operations.
  • Proficiency in Microsoft Office Suite, including Microsoft Projects.
  • Ability to lift up to 50 lbs. occasionally.
  • Capability to stand for extended periods.
  • Willingness to work at a desk for prolonged durations.
  • Experience in various industrial production operations based on client requirements.

Travel Requirements

  • Up to 25% travel may be necessary.

Benefits of Working at BlastOne

  • A supportive family-oriented culture with a meaningful mission.
  • Flexible time-off policies.
  • Generous 401k plan.
  • Comprehensive health insurance and benefits program.
  • Opportunity to leave a personal mark on the company's success.
  • Exceptional growth opportunities within the company and the industry, both in responsibilities and compensation.

Core Values and Culture

At BlastOne, we pride ourselves on having a close-knit team of dedicated professionals who are passionate about supporting our clients. As a third-generation family business, we are committed to sustainable growth for future generations. We strive to ensure that new team members positively contribute to our existing culture.

Desired Traits

  • Team-oriented.
  • Positive mindset.
  • Strong work ethic.
  • Driven to achieve excellence.
  • Detail-oriented.
  • Customer and quality-focused.

We embrace a culture of happiness, which we define through our core values:

  • Humility: Success is a team effort; no one is superior to another.
  • Agility: We adapt quickly and work efficiently.
  • Positivity: We are enthusiastic and passionate, embodying a 'CAN DO' attitude.
  • Integrity: We act respectfully and courteously, always doing the right thing.
  • Execution: We follow through on our commitments; action is paramount.
  • Excellence: We consistently strive for high standards and a strong work ethic.