Customer Relationship Manager
Customer Relationship Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Customer Relationship Manager is responsible for owning the postsale customer relationship (onboarding retaining and growing) of Industrial Scientifics customers. Customer Relationship Managers are assigned a portfolio of National logo accounts and accounts across a territory that they will work in tandem with Account Executives and Enterprise Business Development Manager. This role is charged with working closely with our customers to ensure satisfaction with our products and solutions resolving areas of dissatisfaction and partnering with other Industrial Scientific teams to drive resolution. This role is looked to as a subject matter expert with a wide degree of ownership creativity and latitude.
RESPONSIBILITIES AND DELIVERABLES:
- Successfully onboarding customers and improving the customers onboarding experience
- Proactively initiating and managing the postsale relationship with customers to ensure a positive experience and successful ongoing partnerships
- Identifying and enabling commercial crosssell/upsell opportunities by providing advice and guidance to ensure successful ongoing usage and adoption of products
- Scheduling and conducting business reviews and health checks leveraging data to ensure proper system operation for customers
- Coordinating postsale issue resolution leveraging Technical Support and Field Services Teams
- Partnering with the Sales team; understanding and continuously learning about the customers objectives for choosing iNet and engaging with customers as their single point of contact on products and services provided by Industrial Scientific
- Monitoring Customer account health and KPIs (Key Performance indicators): proactively identifying opportunities for improvement for both the customers and ISC and delivering suggestions and a path forward during reoccurring Business Reviews
- Exercising extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software hardware systems and applications
- Efficiently and accurately processing required documents to ensure revenue is recognized
- Assisting company in meeting retention and sales targets and with managing growth targets to plan
- Ability to travel to customers sites based on customer and business needs (average 4 times annually and as needed)
QUALIFICATIONS
REQUIRED (NonNegotiable):
- Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
- Ability to effectively engage in highlevel selfdirected time management and prioritization of workload
- Demonstrated success in thinking strategically executing tactically while providing consistent and high levels of customer satisfaction and retention in a fastpaced environment
- Excellent analytical skills & problemsolving skills combined with the ability to provide quick resolution to problems
- Proven ability to build trust and communicate effectively with CSuite VP and Directorlevel contacts along with daytoday users
- Proven ability to engage across corporate functions (Customer Success Product Management Sales etc.)
- Demonstratable success delivering clientfocused solutions based on customer needs
- Strong commercial skills to excel in a complex and rapidly evolving environment
- Solid experience with CRM software (e.g. Salesforce) ERP platforms (e.g. Oracle) and MS Office applications
QUALIFICATIONS PREFERRED:
- Project management experience
- Strong preference for a minimum of three (3) years relationship management experience
- Strong preference for 13 years experience within the Technology/SaaS industry highly preferred
TECHNICAL COMPETENCIES
- Thorough understanding of all Industrial Scientific products applications and service offerings
- Knowledge of bug and defect tracking
- 5 years of related Customer Success experience
EDUCATION
- Bachelors Degree or equivalent work experiencerequired; Masters Degree preferred
Required Experience:
Manager
Employment Type
Full-Time
