Customer Success Manager

Customer Success Manager

Department: Customer Relations

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 best 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". The Customer Success Manager will nurture this vision to create and sustain differentiated, consistent and end-to-end ownership of providing a best-in-class experience to our best customers (over-serving the 80s).

Key Responsibilities

• Develop and champion the mission, vision and strategy of Customer Success and therein support the team to create and achieve key objectives, action plans, and timetables
• Operate as a business champion of change; look for and promote process simplification and improvement opportunities
• Identify, measure and monitor key performance indicators against strategic goals, trends and best practices
• Perform as a chief VOC officer, aligning customer expectation to internal business best practices
• Work with peer business owners and leadership to develop a continuously, relevant customer experience
• Support the Account Management Specialists in incentive development, real-time resource planning, performance, knowledge management and ongoing personal/professional development opportunities
• Help to ensure that overall skillsets and experience levels in Customer Success reflect the customer needs and industry benchmarks
• Handle complex customer inquiries and situations as escalated by the Customer Success teams or other areas of the organization
• Lead, coach and further develop Customer Success talent
• Manage budgetary resources
• Participates in focus groups, project teams and organizational development
• Performs other related duties as required or assigned

Skills Knowledge and Expertise

Skills and Abilities

• Effectively communicate information and respond to questions in person-to-person and group situations with customers, customers, the general public, and other employees of the organization
• Maintain confidentiality and use discretion with business information
• Plan the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation
• Frequently make decisions of both minor and major importance, which may affect the work operations of other employees and/or customers

Education and Experience

• Bachelor's degree in business management or related field (Required)
• Seven to ten years of related experience (Required)
• Experience or training in business planning or project management (Preferred)

Computer Skills

• Desirable: Experience working in JDE and Microsoft Dynamics

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.