Job Description
Customer Success Manager
As a Customer Success Manager, you'll play a vital role in managing the customer lifecycle of our ice vending products by developing our internal onboarding team. This team is responsible for setting a new customer up for business success by educating the customer on the product and process. We're seeking a candidate with a strong background in customer success or account management, ready to use their skills to significantly impact our customers' experience and the success of our growing line of ice vending machines.
What We Look For
- Must have the ability to operate independently with minimal supervision.
- Must have the ability to work in ambiguous situations while creating clear structure and order.
- Excellent communication skills and strong relationship management skills at various levels of the organization
- Fast learner who can hit the project running.
- Must be well organized.
- Analytical ability to analyze and improve current practices, performance, and company processes.
- Proactive and results-driven.
- Extremely detailed-oriented, ability to provide solutions to accounting issues.
Responsibilities & Tasks
- Work within the Onboarding Team to create innovative strategies, services, and processes that drive increased customer adoption, retention, and familiarity with the Everest products
- Act as the voice of Everest customers and work cross-functionally with internal stakeholders to solve problems and drive potential process and product improvements
- Focus on customer intimacy by maintaining the customer's momentum after the sale leveraging critical success factors aligned to the client's journey as increased adoption
- Deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities
- Proactively ensuring clients understand, have adequate training on, and are utilizing Everest's products to achieve the maximum benefit
- Create executive-level reports/dashboards outlining customer status and action plans
- Understands the customers’ business environment, challenges, and opportunities and aligns Everest’s initiatives with the customers’ initiatives, ultimately aligning Everest’s success to the customers’ business initiatives.
- Analyze account data to improve user experiences
- Train the Onboarding Team to constantly improve team member knowledge of the Everest products and the ice vending industry.
- Work with key vendors that are instrumental in the start-up success of Everest’s customers. Some vendors include location finders, logistics companies, and service providers.
- Handle/oversee customer issues that arise before the shipment of the Everest products (returns, cancellations, customer concessions)
- Optimize the Everest customer experience by creating an educational atmosphere for our customers.
- Qualifications & Requirements
- 5+ years of experience in Customer Success Management
- 5+ years of professional experience working in industrial settings (industrial companies or industrial software)
- Excellent communication skills, both written and verbal.
- A verifiable track record of consistently meeting and exceeding revenue goals or business objectives.
- Proven ability to effectively facilitate, lead cross-functional teams, and project management.
- Skilled at building relationships with key decision-makers, influencers, and senior management
- Proficient computer skills with emphasis on Word and Excel
- Must be able to analyze data and draw logical conclusions and recommendations from the data
- Background Check Required
Company Overview
Everest Ice and Water Systems, one of the nation’s fastest-growing ice vending equipment manufacturers, is driven by its mission to disrupt industry standards by developing innovative solutions to support our customers. We attribute our continued growth to the passion and commitment demonstrated by our team members. Dedicated to providing excellent customer service and support, Everest takes pride in assisting our customers in a personalized, friendly, and precise manner that ensures that every experience is exceptionally productive.
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Ability to commute/relocate:
- Apopka, FL 32703: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person