Customer Services Manager
About The Position
The Customer Success Manager will manage customer relationships against service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts. Serves as point of contact for key customers and ensures those customers realize their expected value from Barco products and services. Develops and implements robust processes to that provide a high-quality service experience to both external and internal customers. Conducts business review meetings with key customers. Prepares related reports for management to monitor costs, revenue, or related metrics. Conducts analysis administration activities and makes recommendations for increased organizational efficiency and effectiveness. Handles escalation of issues from Customers, Partners or internal contacts. Organizes assistance from other parts of the organization. Interfaces with Global Technology Services team, Field Services Team, Customer Success Coordination and Sales to ensure timely settlement of related issues, status updates, and timely forecasts/reporting. Participates in svc related improvement projects. Engages with other internal functional teams to ensure alignment on deliverables, customer requests and timelines.
Requirements
- Bachelor’s degree or Technical Master, or equivalent through experience
- 5-7 years of experience in Customer Service environment
- Ability to lift, carry, or position equipment or components (typically up to 50 lbs)
- Travel by flight and / car
- Ability to conduct on-site customer meetings, product demos or support activities
- Ability to walk, bend, reach, and move between office, lab, areas as needed
- Ability to connect, unplug, handle, or manipulate cables, small parts, or handle equipment
- Must comply with all environmental, health, safety, and security protocols
Nice To Haves
- A master is a plus.
Responsibilities
- Manage customer relationships against service level agreements
- Serve as point of contact for key customers
- Ensure customers realize their expected value from Barco products and services
- Develop and implement robust processes to provide a high-quality service experience to both external and internal customers
- Conduct business review meetings with key customers
- Prepare related reports for management to monitor costs, revenue, or related metrics
- Conduct analysis administration activities and makes recommendations for increased organizational efficiency and effectiveness
- Handle escalation of issues from Customers, Partners or internal contacts
- Interface with Global Technology Services team, Field Services Team, Customer Success Coordination and Sales to ensure timely settlement of related issues, status updates, and timely forecasts/reporting
- Participate in svc related improvement projects
- Engage with other internal functional teams to ensure alignment on deliverables, customer requests and timelines
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What This Job Offers
Job Type
Full-time
Career Level
Manager
