Customer Account Management

Customer Relationship Manager

Position Overview:

The Customer Relationship Manager is responsible for owning the post-sale customer relationship (onboarding, retaining and growing) of Industrial Scientific’s customers. Customer Relationship Managers are assigned a portfolio of National logo accounts and accounts across a territory that they will work in tandem with Account Executives and Enterprise Business Development Manager. This role is charged with working closely with our customers to ensure satisfaction with our products and solutions, resolving areas of dissatisfaction, and partnering with other Industrial Scientific teams to drive resolution.

This role is looked to as a subject matter expert with a wide degree of ownership, creativity, and latitude.

RESPONSIBILITIES AND DELIVERABLES:

• Successfully onboarding customers and improving the customer’s onboarding experience
• Proactively initiating and managing the post-sale relationship with customers to ensure a positive experience and successful ongoing partnerships
• Identifying and enabling commercial cross-sell/up-sell opportunities by providing advice and guidance to ensure successful ongoing usage and adoption of products
• Scheduling and conducting business reviews and health checks leveraging data to ensure proper system operation for customers
• Coordinating post-sale issue resolution, leveraging Technical Support and Field Services Teams
• Partnering with the Sales team; understanding and continuously learning about the customer’s objectives for choosing iNet and engaging with customers as their single point of contact on products and services provided by Industrial Scientific
• Monitoring Customer account health and KPIs (Key Performance indicators): proactively identifying opportunities for improvement for both the customers and ISC and delivering suggestions and a path forward during reoccurring Business Reviews
• Exercising extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software, hardware, systems, and applications
• Efficiently and accurately processing required documents to ensure revenue is recognized
• Assisting company in meeting retention and sales targets and with managing growth targets to plan
• Ability to travel to customer’s sites based on customer and business needs (average 4 times annually and as needed)

ORGANIZATIONAL ALIGNMENT

• This position will report to the Director, Customer Relationship Management within the Commercial Fulfillment team at Industrial Scientific

QUALIFICATIONS

SKILLS & WORK TRAITS

REQUIRED (Non-Negotiable):

• Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
• Ability to effectively engage in high-level, self-directed time management and prioritization of workload
• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
• Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users
• Proven ability to engage across corporate functions (Customer Success, Product Management, Sales, etc.)
• Demonstratable success delivering client-focused solutions based on customer needs
• Strong commercial skills to excel in a complex and rapidly evolving environment
• Solid experience with CRM software (e.g. Salesforce), ERP platforms (e.g. Oracle) and MS Office applications

QUALIFICATIONS PREFERRED:

• Project management experience
• Strong preference for a minimum of three (3) years relationship management experience
• Strong preference for 1-3 years' experience within the Technology/SaaS industry highly preferred

TECHNICAL COMPETENCIES

• Thorough understanding of all Industrial Scientific products, applications, and service offerings
• Knowledge of bug and defect tracking
• 5 years of related Customer Success experience

EDUCATION

• Bachelor’s Degree or equivalent work experience required;
  Master’s Degree preferred