Customer Success Manager (USA) - [SAL116B]

Overview

Operates within Transcat retention organization as an individual contributor with collaborative growth responsibilities in conjunction with the regional business development team within a US-based regional territory. This position also is responsible for key accounts assigned within the geographic region that have a national footprint as assigned by management.

Responsibilities

Major Areas of Responsibility:

• Define and optimize the customer journey
  • Deliver a “red carpet” experience for all assigned customers
  • Work within the assigned regional customer segment to manage and define levels of risk, constructing plans to mitigate loss of customer revenues in high-risk accounts
  • Define and oversee the communication lifecycle of your customer group within the assigned area, not limited to email and phone communication, strategic marketing campaigns, cross-sell of distribution and ancillary products and services, and more
  • Own the process of creating compelling proposals and materials based on customer needs
  • Take ownership for the business segment under your leadership, and manage the escalation process to management and senior management utilizing independent latitude and judgment alongside company-based approval criteria
  • Identify opportunities for continuous improvement as a champion for your customers
  • Manage a tremendously diverse set of administrative internal processes, becoming an expert on delegating to appropriate departments and negotiating with other internal customers to accomplish the desired outcomes for your customer
• Drive true value for customers
  • Be an expert on best practices in change management and implementing calibration programs within your customer sites
  • Be a challenger – and seek ways to include additional contacts within a customer’s organization into your day-to-day interactions for the benefit of their operations
  • Deeply understand our customers’ objectives and become a trusted right-hand advisor
  • Define, drive, and demonstrate the value (ROI) delivered through periodic business reviews with customers where appropriate, in terms that matter to the customer
• Build alignment with regional Business Development objectives
  • Align with BDM/ADM teams around annual sales booking targets
  • Drive renewal risk out of customer accounts and steward them through the growth process, referring them at the right time and for the right reasons to expand their spending with Transcat
  • Identify opportunities for sales partners to re-enter lost accounts and re-sell customers
• Be the best user of Salesforce.com in our industry
  • Promote adoption of key processes to include customer risk, activity management, documentation of customer journey activities, and partnership on sales pipeline.
  • Ensure Salesforce is our company’s single source of truth for customer health
  • Relentlessly monitor and manage your customer process
  • Become a leader inside our business on how to utilize your customer’s data to drive decisions around our service model, feedback loops, and
• Your progress and success are measured by some of the following metrics within your business:
  • Gross dollar renewal rate
  • Business Development expansion pipeline and results
  • NPS & Customer survey score results
  • Share of customers who have been reviewed for profitability
  • Share of customers engaged in a long-term pricing model
• Support core metrics for our company and our CSM team as a whole
  • Same metrics above, and:
  • Grow Transcat in the Industry – Help our team meet companywide revenue targets
  • Negotiate Equitable Agreements – Help our team meet companywide margin targets
• Propose improvements to our business model
  • Actively contribute on process, customer segmentation, and customer approaches
  • Become a diplomatic change agent – challenging process breakage and waste
  • Participate in small groups and corporate change initiatives

Qualifications

Qualifications:

• Valid driver’s license & clean driving record
• Must be detail oriented

Education and/or Experience:                                    

• Minimum of a high school diploma or general education degree (GED); or one to three months’ related experience and/or training; or equivalent combination of education and experience.

Transcat is an equal-opportunity employer and prohibits discrimination on the basis of any protected status.  All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, domestic violence victim status, gender identity, genetic predisposition or carrier status, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, status as a protected veteran or as a member of any other protected group or activity.

We will make reasonable accommodations for personnel with disabilities to enable them to perform the essential functions of this position unless doing so poses an undue hardship on the company or a direct threat to health or safety.