Customer Success Manager

Description

PURPOSE OF THE POSITION:
Drives Wi-Tronix’s revenue growth by maximizing business development opportunities within existing customer relationships. Focuses on customers gaining optimal value from their investment allowing Wi-Tronix to mitigate churn and expand our footprint within our existing customers.

CORE FUNCTIONS OF THE POSITION / CRITICAL ELEMENTS:
Onboarding, maintenance, and expansion (50%)

• Fully understand the customer contract, commitments, and expectations
• Develop a customer success plan
• 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
• Build and maintain customer advocate relationships to achieve retain customers and drive second order revenue
• Prepare materials for quarterly business reviews or cadence as agreed to with the customer
• Facilitate quarterly executive business reviews (or cadence as agreed to with customer) to review goals, progress, and opportunities
• 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

Customer Relationship (40%)

• 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 to drive customer retention, secure renewals, achieve a positive Net Promoter Score, and generate private and public testimonials

Product, Industry and Customer Success Continuous Learning (10%)

• Develop and maintain depth of relevant Wi-Tronix domain knowledge, market, and competitive positioning to enable your ability to articulate the competitive advantage to solve the customer’s business challenges
• Commit to continuous learning and development of personal customer success manager skills working towards mastery; includes hands on field experiences
• Commit to engage in industry continuous learning opportunities

Qualifications

POSITION QUALIFICATIONS/REQUIREMENTS:

• 5 years Customer Success experience or bachelor’s degree plus 2 years’ experience or master’s degree plus 1 year experience
• 1 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), SaaS Solution experience required.
• Hybrid work scheduled based out of Bolingbrook, IL and must have ability to travel.
• Technology enthusiast demonstrated through work experience, hobbies, and/or education
• A demonstrated technical competence either through work experience or education to learn a complex technical product
• Proven track record successfully meeting targeted outcomes and experience maintaining productive customer relationships
• Demonstrated experience working and collaborating with internal cross-functional teams (i.e., product owner, development team, sales)
• Articulate communicator, ability to develop presentations, and a willingness and enthusiasm do presentations

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Ability to travel up to 50% depending on customer assignments
• Ability to travel to customer locations and board a locomotive - Monthly and Quarterly
   

This position's anticipated base salary range is 68,000 to 106,000 annually plus commission. Final compensation will be based on experience, qualifications, and location.

Wi-Tronix is proud to be an Equal Opportunity, Affirmative Action, E-Verify, and Drug Free Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.  If you need a reasonable accommodation for any part of the application process due to disability, please inform your recruiter so that we can discuss the appropriate alternatives available.  Wi-Tronix does not review unsolicited resumes from recruiters or search firms.