Customer Success Manager - Manufacturing Excellence

March 19

Indeavor

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Plan, schedule, manage and engage your workforce.

System Implementation • Continuous Improvement & Support • System Integration • Solution Design • Leave Management

51 - 200

Description

• Own a portfolio of enterprise accounts and develop key relationships with a focus on value realization, revenue retention, and revenue growth. • Become a trusted advisor to the customer by applying your manufacturing industry experience into your customer engagement and account strategy. • Facilitate a cadence of meetings with each customer based on their service agreement which includes, introductory calls, monthly connects, annual business reviews, etc.) • Have keen instincts to assess account health and understand when to proactively escalate to appropriate internal and external stakeholders. • Work closely with respective Account Executives to help expand the customer footprint. • Identify and execute a plan to upsell additional services and/or subscription offerings. • Understand the Indeavor value realization metrics and how they impact the customers’ long-term success on the platform. • Create and maintain a Success Plan for each customer account that outlines key customer goals/value proposition, wins, opportunities and supported by data-driven efficiencies within the Indeavor platform. • Awareness of account adoption and facilitate the appropriate escalation and initiate remediation activities but have the maturity to allow the accountable adoption owners to support as needed. • Recommend renewal approaches and pricing strategies to the renewals leadership committee and assist with renewal support as needed. • Coordinates with the Implementation Team to support the handover process to Customer Success and Service Center. • Ensure customer need is transformed into Product Roadmap -"High Priority” vs “Nice to Have”. • Promote customer advocacy at any chance, and work to identify referenceable customers. • Contribute to the growth of the Customer Success organization by providing industry-specific mentorship to other Customer Success Managers and owning initiatives (quarterly goals) to enhance/optimize the overall Customer Success offering. • Ensure Salesforce account and opportunity data is current and accurate (such as customer health, health strategy, revenue opportunities, etc.) • Manage and resolve escalated customer issues and concerns effectively.

Requirements

• Bachelor’s degree • Minimum of 4+ years of customer-facing experience within the manufacturing industry, or equivalent experience in nuclear and oil & gas business segments. • Outstanding written and verbal communication skills • Strong multitasking and organization skills • Proven proficiency in solutioning customer issues, system troubleshooting and defining priorities • Experience with Microsoft Office Suite • Knowledge of Lean manufacturing principles, Six Sigma methodologies, and other continuous improvement techniques • B2B SaaS experience • An understanding of Software Development Life Cycle • Experience with CRM and issue ticketing systems such as Zendesk and Salesforce • Minimal travel expected – less than 20% per year • Candidate must be legally able to work in the US without sponsorship

Benefits

• Competitive salary, comprehensive health coverage and 401k • Opportunity for customer-facing travel (up to 20%) • Unlimited vacation policy and remote working opportunity • Modern, downtown, dog-friendly offices