What are the responsibilities and job description for the Customer Success Manager I position at Steri-Tek?
The Customer Success Manager (CSM) will be responsible for guiding and supporting customers through the post-sales process, building strong relationships, addressing client needs, and ensuring overall satisfaction. This role also involves also involves collaborating with internal teams to resolve customer questions and concerns promptly.
Essential Duties and Responsibilities
Sustaining business growth and profitability by maximizing value.
- Promote value through customer experience.
- Promote the value of the product.
- Process milestones for the clients and employees to work toward.
Working with customers and internal stakeholders to identify gaps in service.
Long-Term goal is to begin analyzing customer data to improve customer experience.
- Review customer complaints and concerns and seek to improve the customer experience.
- Focus on specific customers to support their retention.
- Long-term goal will be to establish clear client retention goals.
Following NetSuite Implementation, provide product demonstrations for customers.
- Assist customers with setting up and navigating programs or software.
- Assist in creating training courses and educational materials.
- Current practice, provide facility tours to current and potential customers.
Learn basics of Radiation Services projects to be able to support customer inquiries and coordinate customer updates.
- Generate price quotes for R&D, Radiation Service Projects, and routine sterilization orders.
Cross-functional role working routinely with internal stakeholders.
Coordination with receiving department to ensure customer documentation is completed.
Coordination with shipping to ensure customer shipping information is accurate and complete.
Reviewing Customer communications and ensuring orders are properly handled.
Other duties as assigned by manager.
