SUMMARY
The Customer Success Manager is responsible for overseeing the process of customer retention. The Customer Success Manager interacts with new, existing, and potential customers on a regular basis, directing their team on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction. They develop and maintain positive customer relations and coordinate company functions to assure quality and timely delivery of services and products. Ultimately drives customer retention throughout the customer life cycle by evaluating risk management for each customer and proactively evades dissatisfaction or lost business using various reporting and analytics. Provides insight and relays the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering. Responsible for leading and developing the Customer Success Team. Responsible for process improvement and acts as an SAP technical operational expert.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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.
Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Additional requirements include experience with ERP systems. Necessary interpersonal skills include being a self-starter, motivated, creative, flexible, self-confident, deadline oriented and able to multi-task. Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.
Supervisory Responsibilities
Will supervise the Customer Success Team.
Duties
Physical Demands
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. Tasks require walking, sitting, bending, reaching, and mobility. Work requires computer skills (word processing, spreadsheet, and data-entry via ERP system), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.
POSITION REQUIREMENTS
Company Values
Pfeiffer Vacuum believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded, and agile – in all their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable, and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.
Qualifications
Requirements include knowledge of Microsoft Office, Outlook, and Windows as well as general background working with computers and office equipment (copiers, etc.) and accurately performing data entry.
Education and/or Experience
Bachelor’s degree preferred. Typically requires five to eight years of experience in an administrative capacity in an industrial/office work environment. In depth knowledge of customer support function, company products and demonstrated ability to work well under time pressure. Experience with Microsoft Office is required, as well as excellent verbal and written communication skills. Highly self-motivated, detail-oriented person with customer service experience. Experience in a service-related industry is preferred. Desire and ability to assume a leadership role as the go to person for daily processing related task in a high volume, sales-oriented call center is needed. Effective supervisory related skills that include active listening, training ability, and experience in performance evaluation and modification, coaching/mentoring and career development are highly desired.
Language Skills
Essential functions require the ability to read, write and speak English. Professional, polite, and clear communications, both written and verbal, are required.
Mathematical Skills
Basic Mathematical skills.
Reasoning Ability
Works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practices is required. Normally receives general instruction for routine work, detailed instruction on new assignments. Typically required to use spreadsheets, data base queries, presentations, and word processing applications.
Certificates, Licenses, Registrations
Valid Driver’s License
Tools and/or Equipment
This position uses a computer extensively with demonstrated abilities in the use of Microsoft products as well as other common office type equipment.
Work Environment
This position may work in various environments including office, factory, or home settings. Employees who are authorized to work from home are expected to comply with all company requirements for core work hours or in-person attendance at company meetings or events.
Pfeiffer Vacuum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Jill Guilmain at 603-578-6519.