Customer Success Manager

at  Industrial Scientific

Customer Success Manager (Technical Support Back-up)
Position preferably based in Eindhoven, The Netherlands – working hours align to UK time zone.
The Customer Success Manager (CSM) role is central to achieving outstanding customer satisfaction. This role oversees the customer’s experience after the sale, providing proactive support to customers and the sales team to help grow our service relationships. The CSM actively works to resolve customer issues and partners with all Industrial Scientific teams to ensure customer happiness.
This CSM position primarily focuses on the UK and Nordic countries, in addition to other non-French-speaking countries in Europe.
As a recognized expert, the CSM brings creativity and a high level of responsibility to the role.
Additionally, the CSM supports the Technical Support Team, dedicating around 30% of their time to technical assistance and partner engagement as needed.

QUALIFICATIONS PREFERRED:

• Education: Master’s Degree or equivalent work experience
• Project management experience
• Fluent in other European Language(s), written and spoken

QUALIFICATIONS REQUIRED (Non-Negotiable):

• Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
• Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences
• Ability to effectively engage in high level, self-directed time management and prioritization of workload
• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Excellent technical analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Ability to work independently to develop new skills as needed to support new products and applications
• Ability to work in a fast-paced team environment
• After immersion -Thorough understanding of all Industrial Scientific products, applications, and service offerings
• Knowledge of bug and defect tracking
• 5 years of related Customer Success experience
• Bachelor’s Degree or equivalent work experience
• Willingness to travel based on customer and business need
• Fluent in English, written and spoken
• Comfortable working as a remote team membe

• Act as point of contact for assigned customer accounts and/or sales team members
• Proactively initiate and manage the post-sale relationship with customers to ensure a positive experience and successful ongoing partnership
• Partner with the Sales team; understand and continuously learn about the customer’s objectives for choosing iNet and engage with customers as their single point of contact on products and services provided by Industrial Scientific
• Enable cross-selling and up-selling by working with sales team and providing advice and guidance as the subject matter expert to ensure successful ongoing usage and adoption of new Industrial Scientific products and services
• Monitor Customer account health; proactively identify opportunities for improvement for both the customer and ISC and deliver suggestions and path forward during reoccurring Account Health reviews
• Monitor customer KPIs (shared with Sales Mgr.)
• Develop an action tracker and review tracker during reoccurring account health checks
• Once an objective has been achieved, another customer objective will be created and added to the tracker. Goals are:
• Tracker should include documenting long-term value in cost savings because of meeting and/or exceeding the customer’s objectives
• Introduce potential cost savings through iNet enhancements such as Auto Replenishment +, right-sizing of cylinders, etc.
• Exercise extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software, hardware, systems and applications
• Demonstrate success in solving for the root cause and identifying ways to prevent reoccurrence
• Travel to customer sites as needed to resolve issues
• Engage with other technical support team members to suggest improvements in best practices, streamlining, and customer communication. Engage with other ISC teams to identify and problem solve customer issues
• Engage with Product Management as the customer advocate on product roadmap discussions. Provide customer feedback to help identify potential new features or products.
• Report on product performance, collaborating with Product Performance Engineering team, and identify trends and to help identify solutions to improve reliability and reduce support costs.
• Provide input into Customer Defect Tracking & Resolution process to identify and support prioritization of customer issues

• May be directed from time to time by the manager to carry out other duties and responsibilities commensurate with their grade, knowledge and experience

  QUALIFICATIONS REQUIRED (Non-Negotiable):

• Proven work experience demonstrating ability to work independently with complete ownership of customer accounts

• Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences
• Ability to effectively engage in high level, self-directed time management and prioritization of workload
• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Excellent technical analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Ability to work independently to develop new skills as needed to support new products and applications
• Ability to work in a fast-paced team environment
• After immersion -Thorough understanding of all Industrial Scientific products, applications, and service offerings
• Knowledge of bug and defect tracking
• 5 years of related Customer Success experience
• Bachelor’s Degree or equivalent work experience
• Willingness to travel based on customer and business need
• Fluent in English, written and spoken
• Comfortable working as a remote team member