Customer Success Manager

Position Overview

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.

Responsibilities

• Customer Relations: 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: Travel commitment is dependent on the assigned territory. 50% may be expected to manage a large geographical territory.
• Reporting: Collect and report on customer health, forecasts, and competitive information. Also work with marketing management and recommend corrective actions based on customer feedback.
• KPIs: Collaborate to meet key performance indicators:
• Increased retention rate %
• Increased volume #
• Increased Customer Satisfaction %
• Employee Engagement

Qualifications

• Education: Bachelor’s degree in business or a related field. Experience and Certification(s) in the Calibration and/or Lean Six Sigma field is desirable and can be a substitute.
• Experience: 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.
• Skills: 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.
• MS Office Products: Ability to produce concise, clear PowerPoint presentations, backed by sound Excel analysis. Plus, other related applications.

Technical Skills

• Customer Relationship Management (CRM): Proficiency in CRM software like Salesforce to collect opportunity-related and performance data.
• Data Analysis: Competence in using tools like Excel or specialized software to analyze service data, generate reports, and make data-driven decisions.
• Strategic Planning: Expertise in creating and executing strategic plans to achieve service retention goals and expand market presence. Forecasting is a key element.
• Product Knowledge: In-depth understanding of the services being sold to effectively communicate benefits and features to customers.

Working Environment

Work primarily in a laboratory or manufacturing environment at a SIMCO location and

or customer sites. Travel may be required to other domestic and possibly international

locations.

What We Offer

Full-time, exempt position, sign on bonus eligible

Excellent benefits package 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

SIMCO provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, SIMCO complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

About Us

SIMCO Electronics is the leading provider of calibration and software services for test and measurement instruments used in technology organizations. To learn more about SIMCO Electronics please site our home page at: https://www.simco.com/. For the second year in a row, SIMCO has been named #1 on a list of "The Best Places to Work" in the Bay Area by the Silicon Valley Business Journal [https://www.linkedin.com/company/san-jose-silicon-valley-business-journal/] and San Francisco Business Times [https://www.linkedin.com/company/san-francisco-business-times/].