Customer Success Manager - Remote | WFH Job at Get It - Professional Services, Guilford, VT

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  • Get It - Professional Services
  • Guilford, VT

Job Description

Job Summary: In this role, you'll be educating our customers on our comprehensive, cross-platform capabilities and how we can serve as their trusted partner. You'll help them consolidate various optical component and sub-assembly suppliers into a single reliable source to meet their optical procurement needs. This is an opportunity to build and maintain strong customer relationships, offering support across design, engineering, procurement, and quality teams.

Key Responsibilities:

Customer Relationship Management: Build and nurture lasting relationships with assigned accounts. Act as an extension of the customer's internal design, engineering, procurement, and quality teams, providing exceptional support and guidance.

Deal Management: Ensure timely and accurate management of all deals in the CRM system. Prioritize customer needs to ensure quick and effective responses.

RFQ Process Management: Oversee the established RFQ process, working closely with technical teams to ensure cost-effective solutions and quick turnaround times for customers.

Customer Engagement: Coordinate customer visits, collaborate with outside sales teams, and facilitate Quarterly Business Reviews (QBRs), project updates, and new product introductions.

Order Monitoring: Monitor the order entry process and track orders through each division to ensure timely delivery, keeping the customer informed throughout the process.

Reporting: Manage account and product code-specific reporting for bookings and revenue. Regularly update internal teams on account health and customer feedback.

Continuous Improvement: Contribute to enhancing cross-platform knowledge and resources for the team. Leverage knowledge-sharing platforms and encourage a culture of collaboration.

Customer-Focused Process Improvement: Foster inter-division collaboration to ensure seamless customer experiences, aiming to simplify internal processes and enhance external communication.

Key Performance Indicators (KPIs):

Achieve bookings goals for managed accounts
Maintain accurate forecasting and pipeline health
Meet quote turnaround times and conversion rate targets
Build and maintain a library of customer report cards
Track success of cross-platform orders and highlight areas of focus
Develop strategies to minimize returns and ensure quick customer acknowledgment, resolution, and corrective action.

Qualifications:

To be successful in this role, candidates should possess the following skills and qualifications:

Education & Experience: High school diploma or GED equivalent, with at least 2 years of experience in a similar role. Relevant certifications or specialized training are a plus.

Skills & Abilities:
Strong account and sales order management skills
Ability to multitask effectively and work in a team environment
Self-directed, with the ability to prioritize tasks in a dynamic environment
Excellent communication and collaboration skills

Computer Skills:
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
Familiar with CRM systems and basic ERP navigation

Work Environment: This position is primarily office-based, with occasional remote work allowed upon manager approval. A professional business attire policy applies, and a positive, team-oriented attitude is essential for success in this role.

Physical Demands: The role requires regular sitting, walking, standing, and communication. Occasionally, employees may need to lift or move up to 50 pounds. Visual requirements include close vision and the ability to adjust focus as needed.

Equal Opportunity Employer: We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We encourage individuals of all backgrounds and abilities to apply. We do not discriminate based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Employment Type: Full-Time
Salary: $ 52,000.00 140,000.00 Per Year

Job Tags

Full time, Casual work, Local area, Work from home,

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