Senior Customer Success Manager

PRIDE Industries•Roseville, CA

9d•$72,000 - $80,855•Onsite

About The Position

PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position: Job Description PRIDE Industries Job Description Job: Senior Customer Success Manager Job Code: AA142 - PR-Sr CustomerSuccess Mgr HR Title Group: Sales and Marketing Salary Grade: E14 FLSA Status: Exempt Approval Date: June 2023 SUPERVISES: There are no direct reports with this position. POSITION SUMMARY: Under limited supervision, the Senior Customer Success Manager manages relationships with key customers and liaises with internal manufacturing, engineering, quality, sales, distribution, and support teams to deliver superior results and an outstanding customer experience. Employees in this job class have a sense of urgency for troubleshooting issues and the ability to provide guidance on account growth opportunities; technology-savvy with a knowledge of manufacturing/supply chain/product assembly services, strong project management skills, excellent customer service skills, and the ability to troubleshoot and solve advanced technical and logistical problems.

Requirements

Three or more years of account management experience.
Three or more years of prior related work experience in engineering, electronics, quality management or similar customer support role;
Advanced knowledge of manufacturing and distribution concepts;
Experience interpreting, implementing, and reporting quality standards;
Technology savvy. Able to quickly learn and adopt new manufacturing and reporting tools;
Able to communicate effectively both orally and in writing; to make presentations and respond to inquiries by management, team, vendors and/or customers;
Experience working with at least one robust ERP platform
Skills to build effective relationships with team and customers;
Intermediate to advanced knowledge of word processing, spreadsheet, database, and presentation software;
Knowledge of business English including vocabulary, spelling, and correct grammatical usage and punctuation;
Mathematical skills to include the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations;
Ability to establish priorities and solve a wide range of business problems;
Demonstrated customer service, common sense, problem solving and analytical skills;
Flexibility to respond to changing work priorities and handle numerous projects at the same time.
Bachelors in Engineering or related field
A comparable combination of formal education and work experience will be considered.

Responsibilities

Defines, plans, and implements account strategy for large and medium-sized customer accounts, including strategic goals, timeframes, funding requirements, procedures, and allotment of available resources.
Develops strong relationships with customers, including Customer Experience program activities and regular customer visits.
Acts as the ‘voice of the customer’ to the business to ensure that account needs are met in the near term and advises the business as to the strategic needs of the customer in the long term.
Acts as a catalyst to help drive organic growth with accounts.
Develops and presents pricing to customers on new and existing contracts.
Monitors accounts for ‘scope creep’ ensuring services align with contractual obligations.
Conducts quarterly business reviews, meets account-based organic growth goals, and ensures account KPIs are met.
Required to learn, use, and input accurate data into all departmental technology systems for internal and external reporting.
Remains up-to-date on the latest industry trends to provide strategic advice to customers and the team.
Develops, implements, and reviews Customer Service Index (CSI) for customer satisfaction reporting. Analyzes survey results and presents findings.
Develops and manages quality programs for front-end manufacturing contract functions.
Develops and monitors key performance indicators for auditing and evaluating customer service quality.
Develops and implements program and account management processes and related tools to provide total customer quality satisfaction.
Confers with operational teams to outline work plans and assigns duties, responsibilities, and scope of authority.
Performs other duties and special projects as assigned.