At AssetWatch, we are dedicated to empowering our global manufacturing customers with unparalleled condition monitoring solutions. Our mission is to care for the assets our customers cherish, ensuring continuous uptime and reducing the risk of costly equipment failures. As we embark on a phase of rapid growth, we are on the lookout for individuals to join our team and take the lead in helping customers achieve success. This is a Customer Success Manager role that will involve becoming a trusted advisor, driving customer satisfaction, and facilitating successful partnerships.
Key Responsibilities:
- Customer Relationship Management: Taking ownership over each account, building strong relationships to ensure customer satisfaction and satisfaction, and aligning with customer objectives.
- Product Knowledge: Acquiring a deep understanding of our products and value proposition to effectively communicate the benefits to customers.
- Account Management: Monitoring account health, tracking relevant Key Performance Indicators (KPIs) to ensure continued adoption and alignment with customer objectives. Identifying and addressing churn risk proactively.
- Strategic Success Planning: Developing and presenting strategic success plans that clearly deliver on customer expectations to exceed their satisfaction levels.
- CRM and Territory Management: Being highly organized with strong CRM and territory management skills to manage shifting business demands and prioritize tasks appropriately.
- Meetings and Reviews: Participating in customer meetings, quarterly business reviews, and presenting progress of key success criteria to demonstrate the value of our products.
- Onboarding and Training: Facilitating Asset Watch customer onboarding, training, and initial user setup to ensure a smooth and successful transition.
- Account Retention: Meeting retention and sales targets on a quarterly basis to build and maintain customer relationships.
Requirements:
- 4+ years of experience in account management or customer success.
- 2+ years of experience selling additional products and services to existing accounts.
- Experience with Customer Relationship Management (CRM) platforms, such as Salesforce.
- Excellent communication skills, both verbal and written, to convey clearly and concisely.
- Strong active listening skills to understand and solve customer needs.
- Strategic consulting, creating success plans, and achieving customer objectives.
- Exceeded retention and expansion quotas in the past.
- Enjoy a challenge, have a passion for learning, and a commitment to excellence and continuous improvement.
- Ability to multi-task, prioritize, and manage time effectively.
- Exceptional organizational skills to meet deadlines and achieve results-oriented goals.
- Embrace a culture of accountability and work autonomously with minimal supervision.
- Provide personalized and professional service, accurate information, and continuous communication to address customer expectations in an appropriate manner.
- Be a collaborative team player who can build trust and contribute to the team's success.
- Professional appearance, excellent communication skills, and professional conduct.
Key Qualifications:
- 4+ years of experience in account management or customer success.
- 2+ years of experience selling additional products and services to existing accounts.
- Experience with CRM platforms (e.g., Salesforce).
- Excellent communication skills, both verbal and written.
- Strong active listening skills to understand and solve customer needs.
- Strategic consulting, creating success plans, and achieving customer objectives.
- Exceeded retention and expansion quotas in the past.
- Enjoy a challenge, have a passion for learning, and a commitment to excellence and continuous improvement.
- Ability to multi-task, prioritize, and manage time effectively.
- Exceptional organizational skills to meet deadlines and achieve results-oriented goals.
- Embrace a culture of accountability and work autonomously with minimal supervision.
- Provide personalized and professional service, accurate information, and continuous communication to address customer expectations in an appropriate manner.
- Be a collaborative team player who can build trust and contribute to the team's success.
- Professional appearance, excellent communication skills, and professional conduct.
Note: This role involves up to 15-20% domestic travel, primarily
