Customer Success Manager

Job Details

Job Location: Suwanee, GA - 3255 Shawnee Industrial Parkway, Suwanee GA - Suwanee, GA 30024

Position Type: Full Time

Title: 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.

• 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.

• 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.

Reports To:

Services & Solutions Supervisor

Direct Reports:
None

EEO/AA/M/F/Vet/Disability Employer