Customer Success Manager

Simco Electronics • Allentown, PA

1d • $100,000 - $130,000 • Hybrid

About The Position

The Customer Success Manager, East is responsible for managing service retention effectiveness within a specific geographic area. This position is based in the Allentown Metro and covers Eastern region customer accounts and labs. Regular travel to customer sites and labs is required.

Requirements

• Bachelor’s degree in business or a related field.
• Proven experience in supporting post-sale services, customer service and field logistics with a strong focus on customer satisfaction and achieving retention and growth goals.
• Strong communication and analytical skills.
• Ability to work with customers on issue resolution, forecasting, and new product ideas and follow corporate policies regarding customer relations.
• Ability to produce concise, clear PowerPoint presentations, backed by sound Excel analysis. Plus, other related applications.
• Proficiency in CRM software like Salesforce to collect opportunity-related and performance data.
• Competence in using tools like Excel or specialized software to analyze service data, generate reports, and make data-driven decisions.
• Expertise in creating and executing strategic plans to achieve service retention goals and expand market presence. Forecasting is a key element.
• In-depth understanding of the services being sold to effectively communicate benefits and features to customers.

Nice To Haves

• Experience and Certification(s) in the Calibration and/or Lean Six Sigma field is desirable and can be a substitute.

Responsibilities

• Regularly visit assigned customers to promote services and introduce new technologies and gather feedback.
• Support between 25-70 customers with overall value between $25K-400K annual sales.
• Responsible for achieving volume retention quota.
• Identify opportunities to upsell / cross sell clients with SIMCO’s total value proposition.
• Grow the overall value of the portfolio through customer growth strategies.
• Ensures exceptional customer satisfaction is being delivered to strengthen and grow the business relationship.
• Identify opportunities for continuous improvement as a champion for your customers.
• Lead follow-up calls with existing customers by telephone and e-mail to qualify leads and sell services.
• Take ownership for the portfolio of business assigned and escalate when required to resolve client expectations.
• Manage administrative internal processes, to accomplish the desired outcomes for your customer.
• Completes general reporting on the territory activity in Salesforce.com. (in-person meetings, renewal status).
• Travel commitment is dependent on the assigned territory. 50% may be expected to manage a large geographical territory.
• Collect and report on customer health, forecasts, and competitive information. Also work with marketing management and recommend corrective actions based on customer feedback.
• Collaborate to meet key performance indicators: Increased retention rate %, Increased volume #, Increased Customer Satisfaction %, Employee Engagement.

Benefits

• Employer paid medical, dental, vision, disability, life insurance, retirement plan, employee funded pre-tax health, childcare spending accounts and tuition reimbursement
• Paid time off with vacation, sick and holiday leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level