Analysis Skills, Communication Skills, Customer Experience, Customer Relations, Customer Support/Service, Develop and Maintain Customers, Identify Issues, Industrial Engineering, Interpersonal Skills, Maintenance Services, Marketing/Sales Collateral, Partner Sales, Performance Metrics, Sales, Sales Cycle, Statistical Analysis System (SAS), Strategic Planning, Time Management
Customer Success Manager
The Customer Success Manager acts as a sales representative of McNaughton-McKay to promote growth and adoption of products and services previously sold. This is all in support of achieving the Services & Solutions (SaS) goals set forth. This individual will take part in the traditional customer sales cycle, engaging with the entire account team with a focus on recurring subscriptions, and annual contractual services, in support of the broader SaS sales initiatives. On-site customer engagements will be required as part of this role in order to grow the services and solutions business.
Key Responsibilities include:
- Applies knowledge of customers' business and McNaughton-McKay's offerings to achieve best-in-class customer service and exceptional customer business outcomes.
- Expands typical quotes, orders, and contracts by leveraging knowledge of customers business; acquired through inquiry during customer conversations.
- Assists in developing and executing the SaS strategic business plan to achieve target KPIs.
- Supports the delivery and execution of recurring / subscription offerings, and services engagements with the goal to adopt, expand and renew business.
- Highly focused on on-time renewal of previously sold McMc or partner offerings, such as, subscriptions, maintenance services, and support contracts.
- Provides customers an option for a single contact to leverage to simplify their customer experience.
- Maintains communication channels between Sales, Engineering, as well as SaS to promote growth opportunities for the assigned initiatives.
- Coordinates efforts between the customer, sales team, and SaS team to ensure successful customer business outcomes.
- Participates in the development of necessary sales collateral to promote the SaS offering.
- Provides customers with basic application assistance, guidance or troubleshooting.
- Maintains a high level of fluency for the complete McNaughton-McKay offering.
- Works directly with outside vendors to facilitate business KPIs.
- Acts as a liaison between the vendor and the customer to expedite a resolution for the customer.
- Supports SaS related business initiatives set forth by the company.
Knowledge/Skills/Abilities to be successful include:
- Bachelor's degree in industrial engineering preferred, or 5+ years of work experience considered in lieu of education.
- Thorough knowledge of the assigned services and solutions offering, as well as broad McNaughton-McKay product offering.
- Possesses strong market and customer knowledge.
- Proven analytical, organizational, interpersonal and communication skills.
- Ability to create and maintain positive customer relationships.
Reporting Relationships
Reports To: Services & Solutions Supervisor
Direct Reports: None
EEO/AA/M/F/Vet/Disability Employer
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McNaughton-McKay Electric Company, Inc.