Program Manager

Brady Corporation•Port Charlotte, FL

About The Position

The Customer Success Manager (CSM) for Key Accounts and Enterprise Mobility will be instrumental in ensuring the success of our largest customers. This role involves managing the onboarding process, providing ongoing support, and effectively handling escalations to ensure that our enterprise mobility solutions align with client expectations and business objectives. The CSM will act as a trusted advisor, advocating for customers while driving their adoption and satisfaction with our products and services.

Requirements

Onboarding Key Accounts
Customer Support and Relationship Management
Escalation Management
Account Review and Optimization
Customer Advocacy and Insights
Training and Resources
Collaboration Across Teams

Responsibilities

Lead the onboarding process for key enterprise mobility customers, ensuring that they are equipped and trained to leverage the full capabilities of our solutions.
Develop and implement customized onboarding plans that align with specific customer goals and timelines.
Build and maintain strong relationships with key stakeholders within key accounts, ensuring ongoing engagement and satisfaction.
Regularly communicate with customers to understand their needs, gather feedback, and provide tailored solutions.
Serve as the primary point of contact for escalated issues, coordinating with internal teams to address and resolve customer concerns promptly.
Proactively identify potential problems and risks, developing strategies to mitigate issues before they escalate.
Conduct regular business reviews with customers to assess satisfaction, usage, and alignment with goals, providing actionable recommendations for optimization.
Monitor customer health metrics to highlight areas of opportunity for improved user engagement and feature utilization.
Advocate for customer needs within the organization, working closely with product development and marketing to ensure that customer feedback informs product enhancements.
Provide insights and reporting on customer usage trends, satisfaction levels, and needs to drive strategic decisions.
Develop and deliver training and resources to customers, enabling them to maximize their investment and enhance their operational efficiency.
Create documentation and self-help resources to empower customers with the tools to succeed.
Collaborate with sales, support, and product teams to align customer success initiatives with broader company objectives.
Participate in cross-functional projects to enhance customer experience and team efficiency.