Customer Success Manager

Description

Customer Success ManagerWhat we are: Fun, fast-paced, client-focused, people-centric, inviting, flexible, and rapidly growing.What we are not: Overly structured, uncompromising, disengaged, or disconnected.

Our Customer Success Manager is focused on ensuring that Waites Sensor Technologies delivers the best possible experience to our customers through our industry-leading products and services. The optimum candidate is a charismatic, articulate, high-energy professional with great attention to detail, a strong ability to build relationships, ask good questions, solve relevant problems, and ensure all customer needs are enthusiastically met. This position offers excellent potential for personal development, learning opportunities, and growth in an exciting and rapidly-growing industry. The type of work we do is categorically awesome, and we hope to find the right fit, based on experience and culture, to take our Customer Success team to the next level!

Company DescriptionWe are a leading provider of wireless, mesh-networked, "Internet of Things" (IoT) sensors for industrial environments. Our cost-effective, plug-and-play products empower businesses of all sizes to conduct as needed predictive and preventative maintenance on mission-critical and secondary equipment in order to maximize uptime.

• Reports to: Customer Success Team Lead
• Onsite Requirements: Onsite
• Office Location: Queens Gate area of Cincinnati, OH
• Travel: Very minimal, but occasional travel required
• Work Authorization: Must be authorized to work in the U.S.

• *Sponsorship is not available at this time**

Exemption Status: Exempt

Job Description

This position will give you the opportunity to

• Represent the company and the Waites brand in a professional manner
• Achieve the highest level of customer satisfaction and loyalty at all times
• Manage the onboarding process for new customers to ensure success with their investment

Proactively engage customers in using our products and services through regular contact (including calls and emails), assist customers when needed, and address any unmet needs

Engage with assigned customers’ main stakeholder(s) on a regular basis to ensure we always remain focused on maximizing success and customer happiness

Keep up-to-date on the latest needs for your customers

Marshal the necessary internal resources to ensure products and services meet client expectations

Identify and gather feedback from clients to improve our products and services

Perform basic and advanced trainings with new and current users that will further foster their use of and success from Waites platforms

• Build trusted, long-term relationships through honest and clear communication
• Document all customer-specific service activities and information in our CRM database

Contribute to account growth by seeking out, identifying, and communicating new opportunities within existing customers

• Carry out additional responsibilities as needed to support business objectives
• Requirements

Qualifications & Requirements

BS/BA (4-year degree) business, information technology, related fields, or related experience.

The desire to further develop customer relationship skills; prefer 2-3 years of past client service or sales experience

Excellent computer skills and a fundamental understanding of how customers of varying skill levels use and understand software-based tools

Desired Skills

Ability to easily connect with people and understand their point of view

Openness to learn and develop new skills

• Clear and honest communication and interpersonal skills on all hierarchical levels
• Superior organization and time management skills
• Flexible and creative problem-solving skills

Convincing and clear presentation style

Ability to extract useful information through astute listening skills

Culture Fit Requirements

High intellect and strong analytical skills

Innovative and driven to constantly improve

• Non-bureaucratic, flexible, and able to thrive in a fast-moving environment
• Positive energy and attitude towards people and problem-solving

Demonstrates a balance of humility, strong work ethic, and interpersonal savvy ("Humble, Hungry, and Smart") in approach to teamwork and problem-solving.

• A genuine human.
• Demonstrates a “Can Do” mentality.

Why Waites?

At Waites, we offer an attractive base salary with a strong history of bonus potential. We are intensely customer-focused, with a culture that encourages hard work, fun, and mutual success. As we continue to grow, there will be many opportunities for professional advancement and development. If you are a talented customer success professional looking for an exciting new challenge, please apply!

Learn more about who we are and what we do by checking out our website at www.waites.net.

WST is an Equal Opportunity Employer.