Customer Success Manager

Position Overview:

The Customer Success Manager owns a portfolio of SIMCO's large and mid-size customer accounts in one region, those billing $100K to $500K a year, and leads the Customer Success supervisors at the region's labs. The job is to keep and grow that business: customers who trust our turnaround and quality, hear from us before they have to ask, and renew. Current regions are East, based near Allentown, PA and covering our Northeast labs, and Central, based in Chicago and covering Chicago, Minneapolis and Dayton.

First 90 Days: What Success Looks Like

• Has visited every lab in the region and met each assigned large account in person.
• Leads account reviews with assigned customers.
• Holds regular one-on-ones with each supervisor, with a written development goal for each.
• Has a 12-month visit plan for the region.
• Can say where each assigned account stands on retention, customer contact and satisfaction, and the plan for any account below target

Responsibilities:

• Account ownership: Own the retention and growth of about 15 accounts in the region: large accounts at $250K to $500K in annual revenue and mid-size accounts at $100K to $250K. Know where each one stands and act before a risk becomes a loss.
• Customer reviews: Lead regular reviews with each account on service performance and what is coming next. Lead with the customer's results, own misses plainly, and leave every review with actions and owners.
• Customer visits: Visit large accounts four times a year and mid-size accounts twice, and each lab in the region once a quarter.
• Team leadership: Lead the region's Customer Success supervisors, and through them the customer service and driver teams at each lab, through regular one-on-ones, coaching and performance reviews. Make sure their teams stay in regular contact with customers, keep order status accurate and current, follow up on customer surveys, and get equipment back to customers on time.
• Cross-functional work: Get results through the lab, logistics, quality and sales teams. Escalate with facts and a clear ask, and follow up until the issue is closed.
• Growth: Find opportunities to grow existing accounts across SIMCO's full range of services and bring them to the account's sales partner.
• Reporting: Keep account activity current in Salesforce. Report on customer health, forecasts and competitive information, and turn customer feedback into recommended corrective actions.
• Continuous improvement: Champion customers' issues inside SIMCO and fix the processes behind them.
• Travel: Regular travel to customer sites and labs across the region, including some overnight stays.

Key Performance Indicators:

• Net revenue retention across the region's accounts.
• Customer engagement: how much of the region's business is in regular, documented contact with us.
• Customer satisfaction, measured by customer surveys.
• Team engagement and development.

Qualifications:

• Education: Bachelor's degree in business or a related field. Experience or certification in calibration, quality systems or Lean Six Sigma is desirable and can substitute.
• Experience: 5 or more years owning a book of B2B accounts with measurable retention or growth results, and 2 or more years leading people, ideally frontline supervisors or team leads. Regulated industries such as medical device or aerospace are a plus.
• Skills: Clear written and verbal communication with customer quality, engineering and procurement leaders. Concise PowerPoint presentations backed by sound Excel analysis.

Technical Skills:

• Customer Relationship Management (CRM): Proficiency in Salesforce or a comparable CRM.
• Data Analysis: Excel and Power BI to analyze service data, forecast volume and make decisions.
• Planning: Build and run a regional account and visit plan.
• Product Knowledge: Understand calibration services well enough to explain them to customers or show a track record of learning a technical service quickly.

What We Offer

Full-time, exempt position, sign on bonus eligible

Excellent benefits package Employer paid medical, dental, vision, disability, life insurance, retirement plan, employee funded pre-tax health, childcare spending accounts and tuition reimbursement. Paid time off with vacation, sick and holiday leave SIMCO provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, SIMCO complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

About Us

SIMCO Electronics is the leading provider of calibration and software services for test and measurement instruments used in technology organizations. To learn more about SIMCO Electronics please site our home page at: https://www.simco.com/. For the second year in a row, SIMCO has been named #1 on a list of "The Best Places to Work" in the Bay Area by the Silicon Valley Business Journal and San Francisco Business Times.