Strategic Account Management - Customer Success

Role Overview

PI (Physik Instrumente), LP is the world leader in high precision positioning systems: Nano Positioning, Micro Positioning, Precision Motion and Automation Systems. Our product lines include piezoelectric-based nano positioners, motorized stepper and servo stages, and linear motor stages. Our customers are the leading OEM's and researchers in high tech fields such as semiconductor, photonics, biomedical, aerospace, astronomy, metrology, scientific instrumentation, and scientific research in microscopy and beam lines.

Our culture is open, transparent, enthusiastic with a general curiosity to solve emerging science and technology challenges. If you have an open, inquiring mind and like to develop solutions for first generation problems, you will be right at home. We are pioneers by nature; quite frequently, we are creating or building a device that will be applied for the first time, for a process that will be leveraged for an entire marketplace.

We have a front-row-seat to innovation. Our customers are building the future generation of earth changing technologies. Our products help build products that everyone has or knows. We are a purposeful organization, and we collaborate to solve our customers' problems. Our engineering helps build success with our customers.

The Strategic Account Manager - Customer Success focuses on delivering satisfaction for key North American customers. The SAM - Customer Success role, measures, develops, and manages operational success for critical OEM customers. This position we be based on our Hopkinton, MA location. Meticulous coordination of company resources, management of internal and external stakeholders would include the following:

Account Management

• Works with the customer to create a forecast and order plan.
• Manages the coordination of customer purchase orders, PI sales orders, and production delivery schedules, insuring all are aligned.
• "Gets-ahead" of delivery changes and statuses to the customer, setting expectations.
• Advocates for company and builds an account growth strategy.
• Leverages relationships in engineering, operations, and procurement to secure the company's position for upcoming projects.
• Navigates into additional areas of the account that could utilize PI's products.

Analysis

• Conducts regular business reviews to clarify operational metrics and plan future business objectives.
• Reviews costing and establishes pricing for proposed products, with assistance.
• Provides proposals and quotations to the OEM customers for all related business opportunities.
• Reviews and update forecast information for orders/product releases.
• Provides accurate forecast information to both Sales and Production organizations for customer recurring business.
• Tracks and prioritizes all new business development activities through CRM.
• Assists in the development of Field Service Contract Agreements to meet customer support requirements.
• Communicates and review "failure trends" with Manufacturing and/or Process Engineering Teams

Engagement

• Facilitates customer engagement for the establishment and maintaining of OEM/Supply contracts, working internal stakeholders.
• Acts as the Account Lead, central source of information leveraged by PI's Production, Planning, and After Sales Service.
• Serving as the point-person for the customer, responsible for solving day-to-day customer issues by levering company resources, at multiple levels.

Project Management

• Leads internal business review meetings to continuously drive quality, engineering, production, and service performance.
• Coordinates activities related to customer visits to and audits of PI's facilities.
• Forecasts future initiatives, planning or deliverables and resource allocation for upcoming projects.

Customer Success

• Assists in defining both tools and spare parts required for service motion execution in the field.
• Engages the appropriate technical resources to solve problems with products (this is a start to finish activity where the PAM will ensure the lines of communication remain "open" until the customer issue is resolved).
• Coordinates product returns and repairs. Coordinate and communicate SCARs issued to and by customers.
• Communicates and review "failure trends" with Manufacturing and/or Process Engineering Teams.
• Coordinates Engineering Change Requests made by the customer and internal Engineering Change Orders implemented by company.

What Have You Done:

• Bachelor's degree in Mechanical Engineering, Business, Marketing, or a related field.
• 5+ years of experience in customer success, account management, ideally supporting manufacturing clients.
• Strong understanding of customer success best practices and methodologies.
• Strong interpersonal and communication skills.
• Ability to build and maintain strong customer relationships.
• Analytical mindset with the ability to leverage data to drive decision-making.
• Proficiency in customer success software and CRM tools.
• Customer-focused with a passion for delivering exceptional customer experiences.
• Strategic thinker with a proactive approach to problem-solving.
• Collaborative and able to work effectively with cross-functional teams.

What We Provide:

• Blue Cross Blue Shield of MA PPO medical plan with HSA.
• Dental and vision insurance.
• LTD & Life insurance.
• 401k with a generous company match.

PI (Physik Instrumente), LP is an Equal Employment Opportunity Employer/Protected Veterans/Individuals with Disabilities. Employment is dependent on the results of an initial drug test and background check. We are open to reasonable accommodation - please contact us at HR[redacted]-usa.us for consideration.

We are not currently providing work authorization or sponsorship for this opportunity.

The future awaits you - at PI

Do you want to join a company that makes the impossible possible? Then we look forward to your application and a statement about your salary expectations.