Customer Success Manager

Trotec Laser is a leading international provider of advanced laser equipment for cutting, engraving, and industrial marking. The Customer Success Manager will be responsible for managing existing customer accounts, improving customer satisfaction, and driving sales through customer engagement and support.

Responsibilities:

• Manage and grow existing accounts by providing exceptional customer service and support; collaboratively work with local Regional Sales Person if one exists
• Perform machine installations for new and existing customers
• Analyze and segment existing customers to focus the right efforts on the right customers
• Schedule and travel to customer locations for regular check-in's and onsite visits to strengthen customer engagement and align with customer needs and project timelines
• Conduct in-person and virtual sales presentations, product demonstrations, and client consultations
• Negotiate pricing, prepare proposals, and close sales contracts
• Maintain accurate records of customer interactions and sales activity using Salesforce CRM software; daily updates of the Salesforce CRM software are mandatory by 8 pm local time
• Attend trade shows, industry events, and client visits as required
• Clearly communicate with customers to ensure proper expectations regarding lead times
• Communicate and proactively collaborate with rev ops team on customer order status
• Provide expert level support including application assistance and operational guidance
• Assist in an educational event on a quarterly basis, or more frequently if conditions require

Requirements:

• Bachelor's degree in Business, Engineering, or a related field (or equivalent experience)
• 10+ years of sales experience in the industrial machinery or 5 years of sales experience in the laser technology sector
• 5 years of sales experience in the laser or adjacent industry
• Exceptional communication, negotiation, and interpersonal skills
• Self-starter with a strong sense of initiative and drive to exceed targets
• Proficiency with Salesforce CRM tools and Microsoft Office Suite
• Strong understanding of laser cutting, engraving, or marking systems is highly preferred
• Strong background in industrial machinery