Customer Success Manager

Permanent On-site | Markham, ON
Description
  • Develop strategies to ensure client satisfaction and project success.
  • Define, measure and drive customer success KPIs.
  • Advocate for customer needs within the organization to improve service delivery.
  • Deliver process improvements to improve overall customer experience.
  • Measure and drive customer retention and new business capture.
  • Act as the primary point of contact for customer inquiries and concerns.
  • Identify opportunities for account growth.
  • Upsell and cross-sell manufacturing services.
  • Assist customers with troubleshooting issues and provide solutions.
  • Coordinate with support teams to resolve client concerns promptly.
  • Analyze customer success metrics and track progress toward goals.
  • Collaborate with sales, marketing, quality, finance and production teams to align on customer success strategies.
  • Develop long-term plans for customer engagement and success.
  • Develop programs that encourage customer advocacy, such as testimonials or case studies.
  • Engage customers in community forums or user groups.
  • Prepare reports on customer health and success initiatives for internal stakeholders.
Qualifications
  • University degree in Electronics/Electrical Engineering, or a Technologist or Technician diploma in an Electronics Technologist, Technical or Engineering program.
  • B2B Sales experience in a quota-carrying role.
  • Experience in a Customer Support or Customer Success management role.
  • Strong preference given to candidates with experience with Printed Circuit Boards, PCB Assembly or Electronics Manufacturing Services.

 

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