Customer Success Manager

Company: Wi-Tronix, LLC
Location: Bolingbrook
Posted on: June 19, 2022

Job Description:

What does this mean for your career? Every day, our teams embrace exciting opportunities with their unique skills and talents to pioneer advancing innovation and radically change how the rail industry navigates the future. At Wi-Tronix, we are inspiring and engineering the skills of tomorrow, today and we are looking for exceptional people who share our passion and are ready to break the rules and re-imagine rail. Big ideas happen here, ideas that keep people safe and an industry we love safely on track. Our culture is about agile collaboration and working here is not just a job-it's a calling to make a difference.
Who are we looking for? Customer Relationship

• Accountable for the customer relationship and the account's overall health after the Sales team has completed the customer acquisition
• Establish a trusted/strategic advisor relationship with each customer and drive continued value of our products and services
• Establish stakeholder relationships that can be leveraged to mitigate churn, secure renewals, and achieve a positive Net Promoter Score
  Onboarding
  • Fully understand the customer contract, commitments and expectations
  • Develop a customer success plan
    Maintain and Expand
    • Ongoing Customer onboarding of the system and value
    • Build and maintain customer advocate relationships to achieve net negative churn and drive second order revenue
    • Facilitate a quarterly Executive Business Review with customers to review goals, progress and opportunities
    • Develop a solid understanding of Wi-Tronix's product and services stack and articulate the competitive advantage to solve the customer's business challenges
    • Drive usage and adoption across the customer organization by providing relevant communication and conducting activities educating stakeholders how to maximize the value of their investment
    • Act as the point of escalation for critical customer value particularly in managing customer expectations and determining corrective actions or prescriptive recommendations to deliver end value.
    • Collect and leverage data points to develop customer journey roadmaps as well as inform overall customer success strategies that continuously improve the customer experience
    • Advocate internally for customer needs and connect on priorities What will you need?
      • 6+ years of Customer Success experience or Bachelors' Degree plus 3 years' experience or Master's Degree plus 1 year experience
      • 2+ years of experience in a business-to-business client-facing role (i.e. customer success, client engagement, account management, customer relationship management, inside sales, sales engineering)
      • Demonstrated experience working and collaborating with internal cross-functional teams (i.e. product owner, development team, sales
      • Proven track record successfully meeting targets and expanding the company footprint Wi-Tronix is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Wi-Tronix is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Wi-Tronix are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter so that we can discuss the appropriate alternatives available. If you have a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Mary Oster or hrhelp@wi-tronix.com for assistance. Wi-Tronix does not accept and will not review unsolicited resumes from recruiters and/or search firms.

Keywords: Wi-Tronix, LLC, Bolingbrook , Customer Success Manager, Executive , Bolingbrook, Illinois