What are the responsibilities and job description for the Customer Success Manager position at Fluke?
Customer Success Manager – Mid-level Accounts
Location: Bonita Springs, FL
We are looking for a skilled professional who will ensure their customer’s success with Fluke Digital System’s (FDS) eMaint computerized maintenance management software (CMMS) product offering. Our products and services are successful in part because they are very effective but also because of our commitment to providing an exceptional customer experience. The successful candidate in this role will be passionate about engaging customers to provide proactive strategic guidance and expand FDS’ business and product offering with customers.
The FDS work environment is agile where there are daily standups and constant communication within each self-managed cross functional team. The ability to communicate effectively with the Professional Services Team and Helpdesk Support team, along with all other department leads is key to the success of the role.
Responsibilities:
Establish a trusted advisor relationship that works to ensure we are meeting and/or exceeding customer’s expectation with our product
Maintain high customer satisfaction ratings, per company standards
Prioritizing and driving resolution on escalated customer issues – You are the Quarterback
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention and growing revenue
In-depth understanding of clients and their business needs/goals allowing you to identify and develop upsell opportunities, and preserve recurring revenue
Recommend appropriate service and pricing structure and generate proposals and contracts
Developing success plans for customers that outline their critical success and growth factors
Works successfully with all levels of the organization internally and partners externally
Manage the orchestration of dynamic and/or mission critical projects involving multiple internal and external stakeholders over extended time periods
Lead Executive Business Reviews for top accounts
Facilitate on-site client engagements on an as needed basis
Qualifications:
B.A. or B.S. degree preferred or equivalent experience
2 years of related experience
Comprehensive understanding of pipeline revenue, forecasted revenue, and sales cycle revenue management with the ability to meet deadlines
Proven ability to drive continuous value of products
Previous SaaS experience is a plus
Experience upselling to existing customers
Proven interpersonal management skills and exceptional business acumen
Attention to detail, strong organizational skills, and an absolute focus on quality of work
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