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Job Description
Job Id:
2564
# of Openings:
1
Customer Success Manager
JOB RESPONSIBILITIES
Summary: The Customer Success Manager will include a broad range of tasks such as being responsible for overseeing the Business Solutions customer experience and taking a consultative approach to address solution-based needs on the value and adoption of ABB’s Business Solutions products. Reporting to the Manager of Customer Success, this position will work to develop healthy customer relationships, enhance customer experience, while building loyalty to ensure long-term client retention.
Essential Responsibilities include the following. Other duties and special projects may be assigned.
- Building relationships by providing consistent value and fostering customer loyalty
- Gather and receive customer feedback with team so the business can improve customer experience and loyalty while closing feedback loop
- Analyze data and insights to ensure customers are maximizing usage through our Business Solutions products and to improve customer experience with a proactive approach
- May hold product demonstrations and uncover customer workflow needs
- Build Success planning and uncover accounts primary goals of utilization of product and service
- Guide customers through product training and retention journey
- Deliver training sessions via video calls, webinars, and written documentation
- Respond to training-related support questions via email, chat, or phone
- Provide customer resolutions swiftly
- Promoting the product and brand in an effective manner
- Follow up with customers to move through the retention journey to show value
- Align with key stakeholders to drive innovation and build awareness within the execution of each program/product
- Acts as a Customer Advocate
- Managing churn and increasing customer retention through downgrade intervention
- Mapping customer success journeys to spot and remove friction
- Building and implementing the right customer success playbook
- Liaising with the sales and marketing teams to understand customer needs and user insights
- Liaising with the onboarding, support and operation teams in the customer success organization to partner for the best customer experience
- Support partner reps with triaging questions and support
- Build Frequently asked questions regarding onboarding, registration, and program details
- Driving account expansion and increasing lifetime value
- Ongoing management of leads, account status, email inbox, calendar coordination and marketing materials updates
- Other duties as assigned by the Manager of Customer Success
Supervisory Responsibilities:
No, but strong cross-functional leadership is required.
Required Qualifications
- Minimum of 5 years of account management experience, preferably large accounts
- Must have strong ability to multitask and thrive with multiple moving assignments
- Experience in high volume account management
- Ability to communicate, partner and collaborate effectively with leadership and customers
- Excellent analytical, communication, and written skills
- Proficient with SharePoint, MS Teams, WebEx
- General PC Applications include MS Office, Excel, PowerPoint
Desired Qualifications
- BA/BS in business or marketing related field
- 2 years of optical industry experience, including basic terminology and general knowledge
- Ability to manage multiple priorities simultaneously
- Leadership experience in multiple functional areas
- Problem solving abilities
- Excellent analytical, communication, and written skills
- Detail oriented
For US Candidates
The anticipated base pay range for this position is $51,000 to 68,000.
This represents the good-faith estimate of the compensation range at the time of posting.
Actual pay will be based on job-related factors, which may include:
- Geographic location
- Relevant experience
- Education and qualifications
- Job-related skills
- Internal equity considerations
- Applicable minimum wage laws
This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan.
Benefits
Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include:
- Medical, dental, and vision insurance
- Life and group life insurance
- Voluntary supplemental life insurance
- Supplemental health benefits (critical illness, hospital, accident)
- Short- and long-term disability
- Paid family leave (where applicable by state law)
- 401(k) plan
- Tuition reimbursement
- Eyewear discounts
Time-Off Benefits
Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws):
- Paid vacation and/or sick time
- Paid holidays
- Birthday PTO
(Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.)
Accessibility and Accommodations
Upon request and consistent with applicable law, ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process.
To request an accommodation, please email [email protected] and include your name and contact information so we can follow up promptly.
To request an accommodation, please email [email protected] and include your name and contact information so we can follow up promptly.
Equal Opportunity Employer
ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability.
International Candidates
The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market.
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