[Hiring] Customer Success Manager @ABB Optical Group

Role Description

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.

• Building relationships by providing consistent value and fostering customer loyalty
• Gather and receive customer feedback with team to improve customer experience and loyalty while closing feedback loop
• Analyze data and insights to ensure customers are maximizing usage through our Business Solutions products
• 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

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

Requirements

• 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

Benefits

• 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
• Paid vacation and/or sick time
• Paid holidays
• Birthday PTO