Customer Success Manager

Vontier

7d•$84,000 - $110,000

About The Position

As a Territory Service Manager in our organization, your primary role is to oversee the operational aspects of client accounts. You will work closely with internal teams to ensure that service level agreements (SLAs) are met and operational metrics, including response time, technician training, part inventory, and uptime, are optimized. Below are the key responsibilities and metrics associated with this role. In this role, you will play a critical part in ensuring that our contractual commitments are met, and our clients receive reliable and high-quality service. Your focus on operational excellence and adherence to SLAs will be instrumental in upholding our reputation and fostering successful client relationships.

Requirements

Education and Experience: Possess 5+ years of related experience and/or training. An equivalent combination of education and experience will also be considered. We are open to training candidates who demonstrate strong motivation.
Travel Availability: Be prepared for frequent travel as part of your responsibilities. You must be eligible to work in the United States and able to obtain a US passport.
Commitment to Excellence: Strive for excellence in everything you do, with a strong dedication to delivering high-quality service to our customers. Your commitment to alternative fuels and Biogas/RNG applications will drive our success in creating a sustainable future.

Responsibilities

Safety and Continuous Improvement: Prioritize safety and promote awareness throughout all aspects of your work. Engage in continuous improvement efforts to enhance our services and stay at the forefront of the industry.
Account Oversight: Manage all operational aspects of client accounts, meeting contractual obligations and maintaining high standards of service and focusing on the financial growth, contract renewals, cross-sell, upsell, and P&L in the assigned territory.
Issue Resolution: Facilitate the resolution of client issues and technical problems by coordinating with the technical support team, tracking progress, and ensuring timely resolution.
SLA Compliance: Monitor and enforce SLAs to ensure all commitments are met.
Reporting: Generate regular reports for internal stakeholders, summarizing performance metrics, SLA adherence, and recommendations for improvements.
Metrics: Manage metrics to include but not limited to; response time, technician training, SLA's, inventory, uptime, and client satisfaction.
Response Time: Maintain an average response time within the agreed-upon SLA, typically measured in hours.
Technician Training: Ensure that technicians achieve and maintain required certifications and competencies.
SLA Adherence: Track and report on overall SLA adherence.
Part Inventory: Monitor and manage part inventory levels to minimize downtime. Responsibility and accountability for 99% accuracy. Monitor and manage Return Material Authorization (RMA) Program to ensure timely action and 99% accuracy.
Uptime: Continuously monitor and strive to achieve high system uptime, typically measured as a percentage.
Client Satisfaction: Measure and enhance client satisfaction through feedback and satisfaction surveys.
Onboarding New Service Accounts: Work in a cross functional team to negotiating new contracts, ensure financial viability, confirm service alignment, and negotiating SLA's in accordance with ANGI service capabilities

Benefits

We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance.
With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more.
Vontier is here for all stages of life. We also offer paid time off up to 15 days each year, 12 paid holidays (including 2 floating holidays), and paid sick leave.

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