PositionOverview:
The Customer Success Manager, East is responsible for managing service retention effectiveness within a specific geographic area. This position is based in the Allentown Metro and covers Eastern region customer accounts and labs. Regular travel to customer sites and labs is required.
Responsibilities:
- CustomerRelations:Regularlyvisitassignedcustomerstopromoteservicesandintroducenewtechnologiesandgatherfeedback.
- Supportbetween25-70customerswithoverallvaluebetween$25K-400Kannualsales
- Responsibleforachievingvolumeretentionquota.
- Identifyopportunitiestoupsell/crosssellclientswithSIMCO’stotalvalueproposition.
- Growtheoverallvalueoftheportfoliothroughcustomergrowthstrategies.
- Ensuresexceptionalcustomersatisfactionisbeingdeliveredtostrengthenandgrowthebusinessrelationship.
- Identifyopportunitiesforcontinuousimprovementasachampionforyourcustomers.
- Leadfollow-upcallswithexistingcustomersbytelephoneande-mailtoqualifyleadsandsellservices.
- Takeownershipfortheportfolioofbusinessassignedandescalatewhenrequiredtoresolveclientexpectations
- Manageadministrativeinternalprocesses,toaccomplishthedesiredoutcomesforyourcustomer.
- CompletesgeneralreportingontheterritoryactivityinSalesforce.com.(in-personmeetings,renewalstatus)
- Travel:Travelcommitmentisdependentontheassignedterritory.50%maybeexpectedtomanagealargegeographicalterritory.
- Reporting:Collectandreportoncustomerhealth,forecasts,andcompetitiveinformation.Alsoworkwithmarketingmanagementandrecommendcorrectiveactionsbasedoncustomerfeedback.
- KPIs:Collaboratetomeetkeyperformanceindicators:
-Increased retention rate %
-Increased volume #
-Increased Customer Satisfaction %
-Employee Engagement
Qualifications:
- Education:Bachelor’sdegreeinbusinessorarelatedfield.ExperienceandCertification(s)intheCalibrationand/orLeanSixSigmafieldisdesirableandcanbeasubstitute.
- Experience:Provenexperienceinsupportingpost-saleservices,customerserviceandfieldlogisticswithastrongfocusoncustomersatisfactionandachievingretentionandgrowthgoals.
- Skills:Strongcommunicationandanalyticalskills.Abilitytoworkwithcustomersonissueresolution,forecasting,andnewproductideasandfollowcorporatepoliciesregardingcustomerrelations.
- MSOfficeProducts: Ability to produce concise, clear PowerPoint presentations, backed by sound Excel analysis. Plus, other related applications.
Technical Skills:
- CustomerRelationshipManagement(CRM):ProficiencyinCRMsoftwarelikeSalesforcetocollectopportunity-relatedandperformancedata.
- DataAnalysis:CompetenceinusingtoolslikeExcelorspecializedsoftwaretoanalyzeservicedata,generatereports,andmakedata-drivendecisions.
- StrategicPlanning:Expertiseincreatingandexecutingstrategicplanstoachieveserviceretentiongoalsandexpandmarketpresence.Forecastingisakeyelement.
- ProductKnowledge:In-depthunderstandingoftheservicesbeingsoldtoeffectivelycommunicatebenefitsandfeaturestocustomers.
WorkingEnvironment
WorkprimarilyinalaboratoryormanufacturingenvironmentataSIMCOlocationand
orcustomersites.Travelmayberequiredtootherdomesticandpossiblyinternational
locations.
WhatWeOffer
Full-time,exemptposition,signonbonuseligible
ExcellentbenefitspackageEmployerpaidmedical,dental,vision,disability,lifeinsurance,retirementplan,employeefundedpre-taxhealth,childcarespendingaccountsandtuitionreimbursement
Paidtimeoffwithvacation,sickandholidayleave
SIMCOprovidesequalemploymentopportunities(EEO)toallemployeesandapplicantsforemploymentwithoutregardtorace,color,religion,sex,nationalorigin,age,disability,orgenetics.Inadditiontofederallawrequirements,SIMCOcomplieswithapplicablestateandlocallawsgoverningnondiscriminationinemploymentineverylocationinwhichthecompanyhasfacilities.Thispolicyappliestoalltermsandconditionsofemployment,includingrecruiting,hiring,placement,promotion,termination,layoff,recall,andtransfer,leavesofabsence,compensation,andtraining.
AboutUs
SIMCO Electronics is the leading provider of calibration and software services for test and measurement instruments used in technology organizations. To learn more about SIMCO Electronics please site our home page at: https://www.simco.com/. For the second year in a row, SIMCO has been named #1 on a list of "The Best Places to Work" in the Bay Area by the SiliconValleyBusinessJournal and SanFranciscoBusinessTimes.
