DRB
Customer Success Manager
DRB, Akron, Ohio, United States, 44329
DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.WHAT WE DO: enabling the future of vehicle care – wherever the road takes you.WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.JOB PURPOSE:The Customer Success Manager role is comprehensive and strategic, focusing on fostering strong customer relationships, driving customer success and satisfaction, mitigating risks, advocating for customer needs, and contributing to the overall growth and success of the company. Customer Success Managers (CSMs) partner closely with the sales team to ensure a cohesive and effective customer journey from the initial sale through ongoing customer success and retention.ESSENTIAL FUNCTIONS & RESPONSIBILITIES:Customer Retention:
CSMs play a crucial role in retaining customers. By proactively engaging with customers, understanding their usage patterns, and identifying opportunities for improvement or upsell, CSMs aim to reduce churn and increase customer lifetime value.Driving Adoption and Success:
CSMs are responsible for driving adoption of the company's products or services among customers. This includes facilitating onboarding processes, providing training and support, and ensuring that customers fully leverage the features and capabilities of the product to achieve their desired outcomes.Advocacy and Loyalty:
CSMs serve as advocates for their customers within the company. They communicate customer needs and feedback to relevant departments such as product development, sales, and marketing, thereby influencing strategic decisions and ensuring that customer voices are heard.Revenue Growth:
While CSMs focus on customer satisfaction and retention, they implement a customer health scoring system to proactively identify at-risk customers and potential upsell opportunities. Share health scores with the sales team to align efforts on addressing customer issues and capitalizing on growth opportunities.Data-Driven Insights:
CSMs analyze customer data and metrics to understand usage trends, identify potential issues or areas for improvement, and make data-driven recommendations to enhance the customer experience and drive overall business success.SUPERVISORY RESPONSIBILITIES:The position works under general direction of the VP Customer Success, exercising discretion and independent judgment with respect to matters of significance in the department.MINIMUM REQUIREMENTS:Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience).Proven experience in a customer-facing role such as Customer Success Manager, Account Manager, or Client Services Manager.Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.Demonstrated ability to manage multiple projects and prioritize effectively in a fast-paced environment.Technical proficiency and the ability to understand and explain complex product features and functionalities.Experience with CRM software (e.g., Salesforce, HubSpot) and proficiency in Microsoft Office Suite.Skill Sets:Customer Relationship Management:
Ability to build strong relationships with customers, understand their needs, and effectively communicate with them.Communication Skills:
Excellent verbal and written communication skills to interact with customers, internal teams, and stakeholders.Problem-Solving Ability:
Capacity to identify issues, analyze data, and propose solutions to ensure customer satisfaction and retention.Technical Aptitude:
Understanding of the company’s products/services to effectively educate customers on features and functionalities.Project Management:
Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.Analytical Skills:
Proficiency in using data to analyze customer behavior, identify trends, and make data-driven decisions.Negotiation Skills:
Capability to negotiate contract terms, renewals, and upsell opportunities while maintaining strong customer relationships.Adaptability:
Flexibility to adapt to changing customer needs, company priorities, and industry trends.Team Collaboration:
Experience working cross-functionally with sales, marketing, product management, and support teams to ensure a cohesive customer experience.Empathy and Customer Advocacy:
A genuine interest in understanding customer challenges and advocating on their behalf within the company.Training and Onboarding:
Ability to conduct product training sessions and guide customers through the onboarding process to ensure successful implementation.Strategic Thinking:
Capability to develop and execute strategies to drive customer adoption, retention, and growth.Time Management:
Strong organizational skills to manage workload efficiently and prioritize tasks based on customer needs and company goals.Conflict Resolution:
Skill in managing conflicts or escalations effectively to maintain positive customer relationships.
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CSMs play a crucial role in retaining customers. By proactively engaging with customers, understanding their usage patterns, and identifying opportunities for improvement or upsell, CSMs aim to reduce churn and increase customer lifetime value.Driving Adoption and Success:
CSMs are responsible for driving adoption of the company's products or services among customers. This includes facilitating onboarding processes, providing training and support, and ensuring that customers fully leverage the features and capabilities of the product to achieve their desired outcomes.Advocacy and Loyalty:
CSMs serve as advocates for their customers within the company. They communicate customer needs and feedback to relevant departments such as product development, sales, and marketing, thereby influencing strategic decisions and ensuring that customer voices are heard.Revenue Growth:
While CSMs focus on customer satisfaction and retention, they implement a customer health scoring system to proactively identify at-risk customers and potential upsell opportunities. Share health scores with the sales team to align efforts on addressing customer issues and capitalizing on growth opportunities.Data-Driven Insights:
CSMs analyze customer data and metrics to understand usage trends, identify potential issues or areas for improvement, and make data-driven recommendations to enhance the customer experience and drive overall business success.SUPERVISORY RESPONSIBILITIES:The position works under general direction of the VP Customer Success, exercising discretion and independent judgment with respect to matters of significance in the department.MINIMUM REQUIREMENTS:Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience).Proven experience in a customer-facing role such as Customer Success Manager, Account Manager, or Client Services Manager.Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.Demonstrated ability to manage multiple projects and prioritize effectively in a fast-paced environment.Technical proficiency and the ability to understand and explain complex product features and functionalities.Experience with CRM software (e.g., Salesforce, HubSpot) and proficiency in Microsoft Office Suite.Skill Sets:Customer Relationship Management:
Ability to build strong relationships with customers, understand their needs, and effectively communicate with them.Communication Skills:
Excellent verbal and written communication skills to interact with customers, internal teams, and stakeholders.Problem-Solving Ability:
Capacity to identify issues, analyze data, and propose solutions to ensure customer satisfaction and retention.Technical Aptitude:
Understanding of the company’s products/services to effectively educate customers on features and functionalities.Project Management:
Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.Analytical Skills:
Proficiency in using data to analyze customer behavior, identify trends, and make data-driven decisions.Negotiation Skills:
Capability to negotiate contract terms, renewals, and upsell opportunities while maintaining strong customer relationships.Adaptability:
Flexibility to adapt to changing customer needs, company priorities, and industry trends.Team Collaboration:
Experience working cross-functionally with sales, marketing, product management, and support teams to ensure a cohesive customer experience.Empathy and Customer Advocacy:
A genuine interest in understanding customer challenges and advocating on their behalf within the company.Training and Onboarding:
Ability to conduct product training sessions and guide customers through the onboarding process to ensure successful implementation.Strategic Thinking:
Capability to develop and execute strategies to drive customer adoption, retention, and growth.Time Management:
Strong organizational skills to manage workload efficiently and prioritize tasks based on customer needs and company goals.Conflict Resolution:
Skill in managing conflicts or escalations effectively to maintain positive customer relationships.
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