Associate Manager, Customer Success

Associate Manager, Customer Success

Department: Sales / Marketing

Employment Type: Full Time

Location: US - Indiana - Fort Wayne

Description

Our vision for Customer Success is simple: "We will become an indispensable partner to our customers - and make them loyal, raving fans of Franklin Electric - through our in-depth customer knowledge, product expertise and end-to-end support. Our efforts will drive revenue growth, customer retention and market expansion". Reporting directly to the Business Unit Manager and Customer Success Manager, the Associate Manager role provides end-to-end account and relationship support to our best customers (over-serving the 80s/As), driving best practices and innovation to create more value for the business. The goal is to increase customer satisfaction, retention and adoption of key product and service features within a particular market segment.

Key Responsibilities

• Provide end-to-end, single point of contact support for our best customers - the A's - from order entry and inquiry to AR support and issue resolution.
• Proactively anticipate customer needs and identify any potential opportunities or issues. Create recommendations and facilitate actions accordingly. (Requires a strong knowledge of the account, products, and daily interaction on a high level).
• Support the marketing strategy to create new relationships, new customers, new markets.
• Serve as the customers' voice, including marketing, product, professional services, and sales.
• Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support.
• Communicate frequently with customers on updates, information, concerns, and suggestions.
• Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers' perceived expectations and needs.
• Identify potential upsell, new product, substitution or replacement opportunities, slow moving products as well as obsolete/excess inventory to create a value strategy specific to the opportunity.
• Manage deliverables specific to meeting the team's strategic objectives.
• Use customer benchmark data to highlight customers' strategic success and provide ongoing recommendations for further optimization.
• Communicate and coordinate with internal departments.
• Complete forms, applications and/or customer requests.
• Business travel required as needed. Participate in customer visits, trade shows and/or events.
• Performs other duties as required or assigned.
• Provide direction and support to the following key business operations functions:
• Definition, creation, administration of policies and procedures specific to the customer order cycle.
• Business operations planning specific to customer needs; weighing against impact to the company.
• Guidance and mentoring to the Business Operations Specialist; focus on quality execution and professional development.
• Coordination with Account Management Specialists, Field Sales Managers, and associated leaders to create and maintain strong Customer life cycles focused on quality product purchases, services and financial account integrity, sustainability, and growth.

Leadership Responsibility

• Leads, guides, and mentors' employees.
• Interviewing and training employees; planning, assigning, directing work; appraising performance, rewarding, and disciplining employees; addressing complaints and resolving problems
• Working with Human Resources on employee issues.

Skills Knowledge and Expertise

• Provide development and leadership for business operation employees.
• Effective communication skills in dealing with internal and external customers.
• Assisting management in business planning and development objectives.
• Possess strong focus on key performance indicators and root cause analysis.
• Effectively communicates information and responds to questions in person-to-person and small group situations with customers, clients, the public, and other employees of the organization.
• Maintains confidentiality and uses discretion with business information.
• Deals with problems involving several known variables in situations of routine and isolated nature.
• Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.
• Identifies and understands issues, problems, opportunities; compares alternatives and makes timely decisions.
• Has the business process knowledge and understands the importance purpose of the business process steps.

Core Competencies

• Problem solving
• Follow up.
• Key Communicator
• Initiative and results focused.
• Managing projects efficiently
• Planning and organizing
• Self-motivated

Education and Experience

• Two to five years of experience managing a team (required)
• One to three years of experience with high level customer service to large retail businesses similar to Menards, Lowes, etc. (preferred)

Why Work at Franklin Electric?

Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.

Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.