Customer Success Manager

Title: Customer Success Manager
Industry: OEM (Original Equipment Manufacturer)
Location: Cincinnati Metropolitan Area (On-Site)
Salary: c$60,000-$80,000 + Company Benefits

JOB SUMMARY:

Provide primary/key point of contact (POC) logistic support for assigned products, customers, and regions in cooperation with the Regional Customer Manager (RCM) and Customer Engagement Manager (CEM). Provide a level of support and service which ensures the optimum customer experience. Conduct business activities to be the voice of the customer.

KEY JOB RESPONSIBILITIES:

• Perform as the primary point of contact (POC) to the customer from initial order receipt to product shipment
• Validate that Purchase Orders/Contracts meet the agreed upon Terms & Conditions or applicable Federal Defense Regulations
• Work with the Customer Service Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems/issues related to product design and/or manufacture
• Provide order status updates to customers as required
• Research and correct regular, advanced, and long-standing customer concerns
• Collect customer feedback and make process changes to exceed customer satisfaction goals
• Complete special projects by using effective decision-making, critical thinking, and time-management skills
• Maintain ERP system (Epicor) with current order/shipment-related information
• Be available to travel to customer locations, as required

QUALIFICATIONS and EXPERIENCE:

• 3 years prior customer support experience, government contract experience is considered a plus
• Bachelor’s degree, preferably in business or technical field, or equivalent work experience
• Prior experience working with customers in a global environment, including international travel
• Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel
• Ability to multi-task and work effectively under time pressures
• Ability to interact effectively at various levels within the customer’s organization
• Articulate and effective communicator with the ability to influence others through the employment of sound judgment and good sense rather than the use of authority
• Highest standards of integrity, loyalty, honesty, moral and ethical values