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.