Customer Success Manager - Manufacturing Solutions

We are seeking a dynamic and experienced Client Success Manager (CSM) to join our team. The CSM is a key role in our organization, responsible for maintaining and expanding relationships with our clients in the manufacturing industry. The CSM will leverage their strong communication skills, strategic thinking, and technical proficiency to understand and meet client needs. They will manage multiple accounts, identify growth opportunities, and ensure excellent customer service. Their deep understanding of the manufacturing industry and our capabilities will enable them to provide tailored solutions and drive business growth. This role requires a unique blend of skills and experiences, including industry experience, problem-solving abilities, and a passion for customer service. The CSM is not just an account manager, but a visionary advocate for the client within our organization.

Requirements

• Educational Background: A bachelor’s degree in business, marketing, or a related field is typically required.
• Industry Experience: The candidate should have significant experience in the manufacturing industry. This includes understanding the unique challenges, processes, and regulatory requirements of the industry.
• Technology Company Experience: The CSM should have 3-5 years working for technology companies serving the manufacturing industry and that provide solutions in the areas of cybersecurity, cloud and infrastructure, AI, application development, and data.
• Operational Technology: The successful candidate should have experience that includes working with and providing solutions for OT devices, systems, and applications such as historians.
• Technical Sales Proficiency: The CSM should have a worked in a technical sales environment with the ability to understand and explain solution features at a medium depth level. They should also have experience in and be comfortable using customer relationship management (CRM) software and other relevant sales tools.
• Communication Skills: Exceptional verbal and written communication skills are crucial. The CSM should be able to clearly articulate themselves, handle difficult conversations, and maintain open lines of communication with clients.
• Strategic Thinking: The candidate should have a strategic mindset, with the ability to understand client needs and business objectives. This includes creating and executing account plans, identifying growth opportunities, and managing renewals and upsells.
• Customer Service Skills: Excellent customer service skills are essential. This involves active listening, empathy, and the ability to handle client issues effectively.
• Client Onboarding: Facilitate smooth onboarding processes for new clients, ensuring they are set up for success with our manufacturing solutions. Conduct initial overview sessions and provide necessary documentation to help clients understand and utilize our services effectively.
• Problem-Solving Skills: The CSM should be able to identify problems and work with presales to recommend effective solutions. This includes anticipating potential issues and taking proactive steps to prevent them.
• Teamwork and Collaboration: The candidate should be able to work effectively as part of a team. This includes collaborating with other departments to ensure client needs are met.
• Project Management Skills: The CSM should have strong time management skills with the ability to manage multiple accounts and prioritize tasks effectively.