Customer Success Manager

Role Description

This is a full-time remote role for a Customer Success Manager. The Customer Success Manager will be responsible for ensuring customer satisfaction, managing relationships with clients, and implementing strategies to enhance customer retention. Day-to-day tasks include assisting customers with inquiries, resolving issues, and identifying opportunities to improve the customer experience through data analysis and ongoing collaboration. The role also involves fostering long-term relationships with clients to ensure they succeed with Trotec products and services.

• Strong skills in Customer Satisfaction and Customer Service to address inquiries and provide exceptional support.
• Proficiency in Analytical Skills to assess client needs and improve customer experience strategies.
• Expertise in Customer Retention and Relationship Building to create and maintain long-lasting client partnerships.
• Highly organized with effective communication skills for managing customer relationships remotely.
• Experience in using CRM systems and an ability to interpret customer data is a plus.
• Knowledge or experience in laser technology or related fields would be an asset.
• Bachelor's degree in Business, Communications, or a related field is preferred.

The Customer Success Manager (CSM) will be responsible for proactively improving the customer experience by managing existing customer accounts, partnering with the customer team to increase customer satisfaction, hitting visits, orders, and sales quota with existing customers, and representing our laser machines, laser materials, and laser service solutions to a broad range of industries. This is a field-based position where the CSM will be expected to be at customer locations multiple times daily.

COMPENSATION - $70K - 80K annual plus commission equivalent to approximately 20% of base.

• Manage and grow existing accounts by providing exceptional customer service and support; collaboratively work with local Regional Sales Person if one exists
• Analyze and segment existing customers to focus the right efforts on the right customers
• Schedule and travel to customer locations for regular check-in's and onsite visits to strengthen customer engagement and align with customer needs and project timelines
• Conduct in-person and virtual sales presentations, product demonstrations, and client consultations.
• Negotiate pricing, prepare proposals, and close sales contracts.
• Maintain accurate records of customer interactions and sales activity using Salesforce CRM software; daily updates of the Salesforce CRM software are mandatory by 8pm local time.
• Attend trade shows, industry events, and client visits as required.
• Clearly communicate with customers to ensure proper expectations regarding lead times
• Communicate and proactively collaborate with rev ops team on customer order status
• Provide expert level support including application assistance and operational guidance.
• Assist in an educational event on a quarterly basis, or more frequently if conditions require.

• Exceptional communication, negotiation, and interpersonal skills.
• Self-starter with a strong sense of initiative and drive to exceed targets.
• Proficiency with Salesforce CRM tools and Microsoft Office Suite.

• Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience).
• 10+ years of sales experience in the industrial machinery or 5 years of sales experience in the laser technology sector.
• 5 years of sales experience in the laser or adjacent industry
• Strong understanding of laser cutting, engraving, or marking systems is highly preferred.
• Strong background in industrial machinery

TRAVEL - 70% to call on customers and to attend trade shows and training

• The majority of time will be spent meeting with customers and trips may be same day visits or 2-4 day visits to maximize the customer experience.
• You will allocate about one hour per day for CRM updates.
• Periodic office days will be scheduled by you dedicated to:
• Scheduling appointments
• Following up on open sales opportunities
• Providing customer service related to technical support
• Assisting Regional Sales Partners (RSPs) in developing new business opportunities