Customer Operations Manager

Resonetics•Dayton, OH

2d•$78,000 - $101,000

About The Position

Resonetics is a global leader in advanced engineering, prototyping, product development, and micro manufacturing, driving innovation in the medical device industry. With rapid expansion across all our locations, we continue to push the boundaries of technology while fostering a dynamic, employee-centered culture. Our commitment to excellence and continuous improvement makes Resonetics an exciting place for professionals passionate about shaping the future of micro-manufacturing and being part of something bigger. We have an exciting opportunity to join our growing Customer Operations team. This role will partner with customers to build strong, long-term relationships and ensure success for both the customer and Resonetics. Be the voice of the customer and lead communication and escalation for Account Management team at sites. Foster robust relationships with operations partners to ensure customer needs are being met and customer expectations are managed. Join Resonetics and be part of a team that’s redefining medical device manufacturing. If you’re passionate about innovation and thrive in a fast-paced environment, we’d love to hear from you.

Requirements

5+ years proven experience in Account Management
BA/BS degree with a concentration in management or similar experience
Proven account management or other relevant experience
Proficient in MS Office
Proven ability to manage multiple projects at a time while paying strict attention to detail
Team player with high degree of professionalism
Excellent time management skills
Excellent communication skills – written, verbal, active listening
Strong problem solving, organizational, and analytical skills
Ability to excel in fast paced environment encompassing company growth and change
Collaboration with different groups to accomplish goals
Maintain positive outlook while working through obstacle

Nice To Haves

Experience working with SalesForce.com and EPICOR

Responsibilities

Operate as the lead point of contact internally for any and all matters specific to customers
Build and maintain strong, long-lasting customer relationships
Maintain awareness of customer expectations
Communicate timely, effectively, and efficiently when customer challenges arise
Maintain customer forecasts and track key account metrics
Collaborate with managers and colleagues across multiple departments
Discuss and evaluate new projects
Provide clear updates regarding the status of internal progress as well as relevant customer updates
Create necessary daily/monthly/quarterly/annual reports
Keep accurate records of discussions and correspondence with customers
Monitor price and delivery schedules
Process customer purchase orders and quotes
Provide status updates, shipping updates, etc. to customers as needed
Direct supervision of Associate Account Managers in a designated location.
Supporting Business Development Managers in the sales of laser systems as requested.
Account Management of high visibility, highly technical accounts requiring higher level of support.
Train and mentor Customer Service Representatives and other Account Managers throughout the organization.
Provide guidance to other Account Managers in highly technical or escalated situations.