Customer Success Relationship Manager
Customer Success Relationship Manager
Posted on :
14-06-2025
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1 Vacancy
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Job Description
Description
Role Summary:
The Customer Success Relationship Manager (CSRM) role is central to achieving outstanding customer satisfaction. This role oversees the customers experience after the sale providing proactive support to customers and the sales team to help grow our service relationships. The CSRM actively works to resolve customer issues and partners with all Industrial Scientific teams to ensure customer happiness.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
End User Management
- Install and commission iNet Exchange launches amendments and renewals (travel to site is usually required)
- Lead and coordinate successful onboarding of new iNet customers
- Proactively initiate and manage the post-sale relationship with customers to ensure a positive customer experience by monitoring customer related KPIs
- Provide quality telephone and email support with a high degree of customer service expertise and timeliness. Respond promptly and professionally to customer inquiries and concerns. This may include travel to site as required to resolve the mentioned issues.
- Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system. Track open tickets and keep tickets current and complete.
- Develop a successful ongoing partnership to ensure continuous iNet subscription renewal and prevent churn
- Partner with the Sales team to obtain the customers objectives for choosing iNet and engage with customers as their single point of contact on products and services provided by Industrial Scientific
- Enable cross-selling and up-selling by providing advice and guidance as the subject matter expert to ensure successful ongoing usage and adoption of new Industrial Scientific products and services
- Identifying and recovering any potential lost assets from iNet customers
- Provide technical assistance to ISC Sales and Channel Partners on iNet products and services
- iNet account activation and assets verification under the account. Asset transfer (Internal Asset Fulfilment) on and off accounts on a timely basis.
- Engage with Product Management as the customer advocate on product roadmap discussions. Provide customer feedback to help identify potential new features or products.
- Report on product performance collaborating with Product Performance Engineering team and identify trends and to help identify solutions to improve reliability and reduce support costs.
- Provide input into Customer Defect Tracking & Resolution process to identify and support prioritization of customer issues
Partner Management
- Develop and organize regular follow-up to review iNet Tech Support activities performance for Channel Partners (iNet Fulfilment Centers)
- Lead corrective action/preventive action initiatives for resolution of iNet customer issues working alongside Channel Partners (iNet Fulfillment Centers)
- Train Channel Partners (iNet Fulfilment Centers) on iNet Exchange process
- Train Channel Partners (iNet Fulfilment Centers) and share good practices to perform iNet Technical support and repairs of iNet assets
- Work with Channel partners on iNet asset inventory management ensuring inventory levels are adequate to support iNet customers accounting for stock levels via accurate transaction records and timely audits
- Ensure that iNet asset inventory does not become excessive or obsolete
Other duties/tasks
- Project management responsibility for assigned projects (e.g Kaizen)
- May be directed from time to time by the manager to carry out other duties and responsibilities commensurate with their grade knowledge and experience
QUALIFICATIONS REQUIRED (Non-Negotiable):
- Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
- Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences
- Ability to effectively engage in high level self-directed 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 fast-paced environment
- Excellent technical analytical & problem-solving skills combined with the ability to provide quick resolution to problems
- Ability to work independently to develop new skills as needed to support new products and applications
- After onboarding Demonstrate a thorough understanding of all Industrial Scientific products applications and service offerings
- Knowledge of bug and defect tracking
- 5 years of related Customer Success experience
- Bachelors Degree or equivalent work experience
- Project management and SalesForce knowledge will be a bonus
- Willingness to travel based on customer and business need
- Fluent in English written and spoken
- Comfortable working as a remote team member
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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