Customer Success Manager

ABB Optical Group is seeking a Customer Success Manager who will oversee the Business Solutions customer experience and address solution-based needs. The role involves developing customer relationships, enhancing customer experience, and ensuring long-term client retention through various responsibilities including training sessions and customer feedback analysis.

Responsibilities:

• 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

Requirements:

• 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
• 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
• Detail oriented