IT Customer Success Manager

Join to apply for the IT Customer Success Manager role at Wurth IT USA

2 weeks ago | Greater Chicago Area

$77,400.00 - $87,600.00

• Act as a bridge between business partners (companies) and IT
• Upsell WIT services – learn WIT infrastructure, promote solutions
• Great listening skills are essential. Hear our customers’ needs
• Ability to listen and offer a solution, in some cases even suggest new process
• Bring all parties together to resolve issues and collaborate on business growth strategies
• Act as point of escalation as necessary to address client needs
• Customer Satisfaction management (Surveys, follow up emails, etc)
• Travel to client sites regularly in effort to build and foster relationships with customers and expand business opportunities
• Ability to work under pressure and deal with frustrated customers when necessary
• Ability to de-escalate tense situations and effectively address client care concerns
• Handle onboarding efforts for IT Managers
• Ability to work/ communicate with top executives
• Internal
  
  Collaboration:
  
  Work with internal departments to ensure the company meets business partners’ expectations by identifying key topics and requirements
• Meeting Organization:
  Organize regular meetings with business partners and internal departments (onsite/digital)
• Governance Support:
  Support the global governance process, ensuring business partners follow the governance process
• System Role Management:
  Set up and maintain system roles (national Business Process Owners, testers, Change Advisory Board)
• Change Process Support:
  Support the global change process (e.g., SAP Patch tests)
• Performance Measurement:
  Measure key performance indicators such as scoring, Initial Response Time (IRT), and Maximum Processing Time (MPT)
• CRM Oversight:
  Oversee the customer relationship management system once it is established

• Strong verbal & interpersonal communication skills
• Proven ability to interact effectively with all levels of IT professionals, and C-Suite executives
• Highly-engaged, customer-focused approach to business development
• Problem resolution skills:
  Billing, Process, Issues, Complaints
• Technical proficiency with solid ability to create and present tech-related solutions to customers
• Degree in (business) informatics, business administration, or a comparable IT-related/commercial field
• Good understanding of software and IT processes, and the requirements of the Würth Group's business
• Strong communication skills, customer-oriented, and professional demeanor
• Business acumen, independent and structured working style, and willingness to provide solutions
• Experience in project management and at least 1-3 years of experience in IT service and account management
• Enjoy working in an international team

• Entry level

• Full-time

• Other

• IT Services and IT Consulting