What are the responsibilities and job description for the Customer Success & Engagement Manager position at Rite-Hite?
Customer Success & Engagement Manager
Rite-Hite is the global leader in the manufacture, sale, service and installation of loading dock equipment, vehicle restraints, high speed doors, high volume, low speed fans and much more – all design to improve industrial safety, security, productivity, design, environmental control, and energy consumption. As a fast-growing B2B industrial manufacturing company, we are looking for a Customer Success and Engagement Manager focus based out of our global headquarters in Milwaukee, WI.
Reporting directly to the Director of Sales, this position will be the face of the Rite-Hite ONE platform focused on onboarding new customers and ensuring a fantastic customer experience. You are a customer enablement and retention strategist having a passion for understanding customer challenges and partnering with them to bring innovative solutions to their environments. You are the consummate team player, adept at managing relationships, collaborating, and influencing across a variety of customers and organizations all with a strong focus on outcomes. The output of your work is successful and engaged customers and prospects. As a Rite-Hite ONE digital solutions expert and customer advocate you will translate customer pain into actionable value narratives, use cases and requirements. You will work to develop and refine our customer onboarding and ongoing adoption experiences. You will drive the quarterly customer check-in process, garner feedback and work with Product Management to advance Rite-Hite ONE customer value and experience. Communication skills are key to success in this role. You will work with our customers, and the overall Rite-Hite organization to evangelize the Digital message, educate on trends, and customer activation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and document key customer deliverables.
- Drive comprehensive onboarding and create an ongoing value focused relationship for the customers on the Rite-Hite ONE Platform.
- Lead Security narrative with Customers in Sales and Pre-Sales
- Support and lead the installation of connectivity hardware at customer facilities.
- Train end users on the functionality of the Rite-Hite ONE Platform.
- Work with Product Management to foster feedback from our customers.
- Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS (Net Promoter Score) scores to identify areas for improvement.
- Work with sales, product management and marketing teams to boost customer referrals and develop case studies.
EDUCATION and/or EXPERIENCE
- Bachelor’s degree in business or a related field, or equivalent experience
- 5 years of software experience in Customer Success, Pre-Sales, Marketing, or Product related roles.
- Experience working in a fast-moving, agile company and sales team.
- Experience configuring and demonstrating software.
- Strong computer proficiency and general knowledge of IoT technology is preferred.
- Knowledge of logistics, distribution, or manufacturing environments are a plus.
KNOWLEDGE / SKILL REQUIREMENTS
The ideal candidate will demonstrate:
- Expert knowledge of customer onboarding processes.
- Capability to train, enablement, and onboarding of our customers.
- Ability to work cross-functionally on project based worked.
- Excellent leadership, communication, and teamwork skills.
- A high degree of confidence in leading the presentation of software and a comprehensive pre-sale through onboarding process.
- Travel, when necessary, up to 40% of the time, including overnight trips.
SUPERVISORY RESPONSIBILITIES
This role will not have supervisory responsibilities.
We Offer:
Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package. If you are selected for an initial interview, you will receive a message from Rite-Hite’s “in-house” talent acquisition team. Interested applicants, please email resume to: akelly@ritehite.com.
Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.
