Customer Success Manager – Manufacturing SaaS – REMOTE

Michael Page

Job Description

A key role of the Customer Success Manager is to foster customer loyalty by ensuring that our customers can successfully realize the value of our solutions throughout the customer lifecycle. The Customer Success Manager maintains the customer relationship and manages the activities needed to help the customer apply the solution to maximize business outcomes.

Client Details

Our client offers the leading cloud-based platform used by manufacturers to gather and analyze cost, manufacturability, and carbon insights for increased product profitability and sustainability.

Description

  • Management of many mid-market customers though varying stages of the customer lifecycle using a systems-based approach
  • Understand the business needs of the customer to create a plan for utilization of the platform to achieve their objectives
  • Collaborate with Sales and Product functions to implement and monitor health of covered accounts and define action plans based on account health results
  • Work with technical resources to develop an implementation strategy to fulfill customer requirements and expectations
  • Act as the primary resource for communication of customer needs to internal and external stakeholders
  • Serve as the first point of escalation for customer issues
  • Identify risk and collaborate with internal teams to remediate and ensure a successful renewal

Profile

  • 3 years experience and demonstrated success managing enterprise software with external clients
  • Experience managing customer relationships and expectations in a technical domain
  • Comfort interacting with and tailoring messaging to all levels of customer resources (executive through individual contributor)
  • Demonstrated ability to assess customer needs, develop a project scope and successfully execute
  • Demonstrated ability to identify risks that may impact customer success and determine appropriate mitigating actions
  • Strong written and oral communication, project management skills
  • Willingness to travel up to 20% of the time
  • BS degree in Engineering, Computer Science, Business Management, or related field
  • Experience creating, facilitating, and presenting reports to senior-level client stakeholders Demonstrated success managing cross-functional project teams
  • Experience with CRM type applications (Gainsight, SalesForce, ZenDesk)
  • Previous industry experience in Aerospace, Automotive or Heavy Industrial industries preferred
  • Advanced degree in technical or business related field preferred

Job Offer

  • $100,000 – $125,000 base salary
  • 25% annual bonus
  • Health, vision, dental package
  • 401K with employer contribution
  • Fully remote work environment

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual’s status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

RJS2020