Job Description:
Standard’s Customer Success Manager (CSM) will be responsible for onboarding new customers, ensuring they derive maximum value from our solutions, and strengthening customer relationships and loyalty.
Responsibilities:
- The CSM is the main contact within Standard for new customers.
- Develop detailed understanding of Horizon and Hunkeler products.
- Work with technical team to ensure smooth hand-off from pre-sale to post-sale.
- Develop and implement zero-friction onboarding process for new customers and new products at existing customers, including Customer Expectation Document and Customer Success Plan.
- Regular check-in with new customers to gauge satisfaction and uncover problems.
- Develop multi-channel communication strategy with new customers to ensure positive experiences.
- Quickly resolve questions from new customers, marshaling resources as needed, both internal and from dealers, printer partners and manufacturing partners.
- Report status of customer satisfaction across the organization, including executive team, sales, technical and customer service departments.
- Project a positive, can-do, cooperative attitude in day-to-day dealings with all team members, prospects, customers, and partners.
Qualifications and Skills:
- Strong working knowledge of MS Office products (Outlook, Word, Excel, PowerPoint) and CRM (Salesforce.com) applications.
- Excellent verbal and written communication skills.
- Impeccable customer service skills.
- Excellent interpersonal skills.
- Knowledge and experience with best practices in customer service and retention.
- Excellent time management, planning and organizational skills in a diversified workload environment with good attention to detail.
- Strong team spirit and ability to work with all company departments.
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Please send resume and cover letter to hr@sdmc.com.
