Customer Success Team Manager

Office Location: Boise

1.0  Summary:

The Customer Success Manager (CSM) is focused on customer loyalty and building close long-term client relationships. Customer Success is all about understanding your customers desired outcomes and working with them to ensure they experience the most value possible along the way. 

The CSM leads the team of Customer Success Representatives to manage the customer’s journey through onboarding, nurturing, and retention. The goal is to not only retain the customer, but to always look for opportunities to expand the relationship and foster long term success. The CS Manager collaborates directly with Sales, Marketing, and Operations teams to help build a scalable and united go to market team. 

2.0 Functional Role:

2.1 Accountable Manager for Customer Success Team.

2.2 Joint Accountable Manager for Equipment Sales Profit Center to meet or exceed gross profit margin goals and expectations.

2.3 Perform other tasks, duties, and functions as assigned.

 

3.0 REQUIREMENTS:

3.1 Education: Bachelors degree in related field or demonstrated relevant business acumen. 

3.2 Experience: Minimum of 4 years in related experience. 

3.3 Skills, knowledge and abilities: Must be able to work well both independently and with others.

3.4 Language / Communication Skills: Must be able to communicate effectively (reading, writing and speaking) the English language. Must know and understand terminology related to the aviation and night vision industry. Must possess strong writing skills and must be able to present ideas clearly. Spanish is a huge plus as we are a global company.

3.5 Computer Literacy: Must possess good computer proficiency in Windows, Outlook and Excel. Proficiency in Salesforce and Microsoft Dynamics preferred

3.6 Multitasking Ability: Must be able to comfortably handle complicated multiple tasks/projects simultaneously.

 

4.0 REPORTING RELATIONSHIP

4.1 The CSM reports to the Director of Sales.

4.2 Customer Success Representatives report to the CSM.

 

5.0 LIMITS OF AUTHORITY

5.1 The CSM has the authority to negotiate and complete sales transactions up to $25,000 value with less than 1-year total period of performance. Said contracts shall comply with standard terms and conditions, margin and credit arrangements.

5.2 The CSM has the authority to manage personnel within their organization. Changes to position or organizational changes shall be managed by the executive team.

5.3 The CSM has the authority to manage approved budgets within the scope of their position. Budget exceedances must be presented to the COO for approval.

 

6.0 DUTIES AND RESPONSIBILITIES

6.1 Responsible for creating and managing policies and procedures that optimize the customer experience. 
6.2 Ensure all customers receive ASU’s commitment of providing timely, superior products, and that their buying experience is pleasurable.
6.3 Own and maintain a cadence of communicating with customers about their operational trends, successes, challenges and mining opportunities for deeper engagement.
6.4 Ensure incoming customer inquiries, quotes and orders are processed within the scope of business rules.
6.5 Work across the organization to facilitate internal communication and operational excellence.
6.6 Identify and mitigate areas of risk that could otherwise negatively impact cost, schedule, performance, and quality standards.
6.7 Manage CS Team schedule, responsibilities and accountabilities
6.8 Process Improvement and SOP/Document management for CS Team
6.9 Act as a trainer/mentor and provide strategic leadership to the CS Team
6.10 Manages the “Messy” problems

 

To apply please email resume to: jobs @ asu-nvg.com

Please no walk-ins