Customer Success Manager

Job Title: Customer Success Specialist

Company Description:

MAPLAN is a leading manufacturer of rubber injection molding machines, dedicated to delivering high-quality and innovative solutions to our customers. The United States team is a subsidiary of the Austrian based MAPLAN GmbH. Our focus on customer satisfaction drives our success, and we're excited to expand our team with a dedicated and experienced Customer Success Manager.

Role Summary:

In this key role, you will bridge the gap between our Sales and Service Teams, ensuring a seamless transition for our customers. Your expertise in cultivating lasting client relationships will be key in driving customer satisfaction, retention, and profitability. You will be instrumental in guiding customers through their journey with MAPLAN, from purchase order to press commissioning, and beyond.

Key Responsibilities (External):

1. Customer Order Management:

a. Develop and manage comprehensive project documentation.

b. Facilitate initial and ongoing meetings, ensuring clear communication and understanding of timelines, milestones, and expectations.

c. Assist in completing and confirming order paperwork, including various forms and questionnaires.

d. Provide detailed transportation information and coordinate logistics.

e. Prepare and host commissioning meetings, identifying opportunities for additional services.

f. Collaborate with the Service Team for smooth commissioning, and ensure all documentation is completed and issues are promptly addressed.

g. Lead post-commissioning follow-ups, including customer gifts and internal reviews.

2. Event Participation and Coordination:

a. Engage in event planning, handle logistics for trade shows, and represent MAPLAN at events.

b. Maintain a strong relationship with MAPLAN GmbH's Marketing Team.

3. CRM and ERP Management:

a. Oversee project stages in Nutshell CRM.

b. Serve as the in-house expert on ABAS ERP, managing customer records and assisting the Sales Team.

4. Metrics and Reporting:

a. Define and track key performance indicators, providing regular reports on metrics critical to this role.

Qualifications:

· Bachelor’s degree in Business, Marketing, or a related field.

· 3-4 years of experience in customer-facing roles, ideally in a B2B environment.

· Exceptional leadership and communication skills.

· Proven expertise in customer query resolution and retention.

· Demonstrated ability to de-escalate customer concerns effectively.

Benefits and Perks:

· Healthcare Benefits: Comprehensive health insurance, including dental and vision plans available.

· Retirement Plans: Employer-sponsored SEP IRA.

· Paid Time Off (PTO): Generous vacation, sick leave, and personal days.

· Work-Life Balance: Flexibility in work hours and the option for remote or hybrid work arrangements.

· Technology: Provision of necessary technology or stipends for home office setups, especially if the role is remote or hybrid.

Equal Opportunity Statement:

MAPLAN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: $43,657.89 - $52,577.25 per year

Benefits:

• Life insurance
• On-site gym

Compensation package:

• Yearly bonus

Schedule:

• Monday to Friday

Ability to Commute:

• South Elgin, IL 60177 (Preferred)

Ability to Relocate:

• South Elgin, IL 60177: Relocate before starting work (Required)

Work Location: In person

Salary : $43,658 - $52,577