Customer Success Manager

Customer Success Manager The Customer Success Manager acts as a sales representative of McNaughton-McKay to promote growth and adoption of products and services previously sold. This is all in support of achieving the Services & Solutions (SaS) goals set forth. This individual will take part in the traditional customer sales cycle, engaging with the entire account team with a focus on recurring subscriptions, and annual contractual services, in support of the broader SaS sales initiatives.

On-site customer engagements will be required as part of this role in order to grow the services and solutions business.

Key Responsibilities include:

Applies knowledge of customers’ business and McNaughton-McKay’s offerings to achieve best-in-class customer service and exceptional customer business outcomes.

Expands typical quotes, orders, and contracts by leveraging knowledge of customers business; acquired through inquiry during customer conversations.

Assists in developing and executing the SaS strategic business plan to achieve target KPIs.Supports the delivery and execution of recurring / subscription offerings, and services engagements with the goal to adopt, expand and renew business.

Highly focused on on-time renewal of previously sold McMc or partner offerings, such as, subscriptions, maintenance services, and support contracts.

Provides customers an option for a single contact to leverage to simplify their customer experience.

Maintains communication channels between Sales, Engineering, as well as SaS to promote growth opportunities for the assigned initiatives.

Coordinates efforts between the customer, sales team, and SaS team to ensure successful customer business outcomes.

Participates in the development of necessary sales collateral to promote the SaS offering.

Provides customers with basic application assistance, guidance or troubleshooting.

Maintains a high level of fluency for the complete McNaughton-McKay offering.

Works directly with outside vendors to facilitate business KPIs.Acts as a liaison between the vendor and the customer to expedite a resolution for the customer.

Supports SaS related business initiatives set forth by the company.

Knowledge/Skills/Abilities to be successful include:

Bachelor’s degree in industrial engineering preferred, or 5+ years of work experience considered in lieu of education.

Thorough knowledge of the assigned services and solutions offering, as well as broad McNaughton-McKay product offering.

Possesses strong market and customer knowledge.

Proven analytical, organizational, interpersonal and communication skills.

Ability to create and maintain positive customer relationships.

Reporting Relationships

Reports To:

Services & Solutions Supervisor Direct Reports:
NoneEEO/AA/M/F/Vet/Disability Employer
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