Customer Service Manager

LNS Research is a mission-driven firm focused on advising COOs and their teams for performance improvements in industrial sectors. They are seeking a Customer Success Manager to enhance client engagement and ensure value realization, contributing to the organization's growth and client success.

Responsibilities:

• Execute a structured onboarding process for new advisory clients to ensure rapid time-to-value
• Own client retention outcomes and drive renewals in partnership with Industry Principals
• Close defined add-on engagements including strategy days, event sponsorships, and speaking engagements
• Collaborate with Industry Principals and the analyst team on account strategy and sales alignment
• Serve as the internal voice of the customer, channeling client feedback to the research and events team
• Capture customer quotes, testimonials, and case studies for use in marketing and sales collateral
• Recruit customer speakers and drive industrial customer attendance at LNS flagship event

Requirements:

• Strong understanding of manufacturing and/or supply chain operations
• Outstanding critical thinking and strategic planning skills
• Positive, high-activity, team-based individual
• Proven ability to recognize unspoken client needs and convert those insights to opportunities
• Ability to engage, and manage C-level and senior-level relationships with peer-to-peer level confidence within large multinational companies
• Strong computer proficiency in Microsoft 365 products, including PowerPoint, as well as CRM, web conferencing services, and efficiency in email and internet applications
• Proficiency with using AI Tools in daily work execution
• Strong professional written, verbal, and presentation skills
• Proven customer success experience with the proven ability to drive renewal through engagement
• Minimum of 2-4 years experience in client-facing, account management, or customer success roles
• Experience managing a defined book of business with retention accountability
• Bachelor's degree required
• Prior experience in an advisory, research, or professional services firm