Customer Success Manager at Oxford Metrics Plc
Oxford Metrics Plc · Centennial, United States Of America · Hybrid
- Professional
- Office in Centennial
Are you interested in working on products at the very cutting edge of technology? Want to join Vicon, an Academy Award®-winning company, and the world’s largest supplier of precision motion capture and tracking systems?
Vicon is the world leader in motion capture technology, developing high performance software and hardware products for the entertainment, engineering and life science industries. Vicon products are used in major feature films, games, and commercials, and are a crucial measurement tool for biomechanics, robotics, and cutting-edge science.
Vicon is a subsidiary of Oxford Metrics Plc.
Vicon Motion Systems, Inc. has an immediate opening for a creative and team-oriented person to foster long-term customer relationships and retention through developing internal and external processes that improve the quality of the Vicon experience.
The CSM will function as the in-house educator for employees who interact directly with clients, particularly the Support and Sales team. The CSM starts the relationship with the customer during the sales process, listening carefully to their concerns and ascertaining their needs, and working with the Sales and Support team to provide custom fit solutions.
We are interested in individuals with a solid Biomechanics and Clinical Gait Analysis background. You will collaborate with the product design team to evaluate and test new products and prototypes. You will also help innovate all phases of systems support.
Vicon Motion Systems, Inc. has an immediate opening for a creative and team-oriented person to foster long-term customer relationships and retention through developing internal and external processes that improve the quality of the Vicon experience.
The CSM will function as the in-house educator for employees who interact directly with clients, particularly the Support and Sales team. The CSM starts the relationship with the customer during the sales process, listening carefully to their concerns and ascertaining their needs, and working with the Sales and Support team to provide custom fit solutions.
We are interested in individuals with a solid Biomechanics and Clinical Gait Analysis background. You will collaborate with the product design team to evaluate and test new products and prototypes. You will also help innovate all phases of systems support.
Key Responsibilities
• Reports directly to Director of Sales
• Client Advocacy – Day to day service of client and company needs
• Project planning and management for all customer Onboarding and continuity
• Creating customer experience improvement pipelines, including but not limited to:
o New customer training toolsets/videos
o Support training improvement planning
o Customer onboarding pipeline
o Continuing customer education
o Continuing Support and Distributor education
o Automation across Sales/Support lifecycle
• Data analysis across Support cases to improve customer experience and retention
• Directly responsible for managing Distributor Engagement Program (DEP)
• Lead in-house training on best practices for success for Support and Sales teams
• Drive guidance on communication with customers
• Direct account management where necessary to resolve customer issues
• Ensure highest standards of customer support
• Implementation of company processes and policies as directed by the CEO
• Develop and maintain accurate records pertaining to customer orders and contacts
• Work with Product and Support teams to improve and revitalize technical documentation and overall customer experience
• Manage multiple issues simultaneously
• Client Advocacy – Day to day service of client and company needs
• Project planning and management for all customer Onboarding and continuity
• Creating customer experience improvement pipelines, including but not limited to:
o New customer training toolsets/videos
o Support training improvement planning
o Customer onboarding pipeline
o Continuing customer education
o Continuing Support and Distributor education
o Automation across Sales/Support lifecycle
• Data analysis across Support cases to improve customer experience and retention
• Directly responsible for managing Distributor Engagement Program (DEP)
• Lead in-house training on best practices for success for Support and Sales teams
• Drive guidance on communication with customers
• Direct account management where necessary to resolve customer issues
• Ensure highest standards of customer support
• Implementation of company processes and policies as directed by the CEO
• Develop and maintain accurate records pertaining to customer orders and contacts
• Work with Product and Support teams to improve and revitalize technical documentation and overall customer experience
• Manage multiple issues simultaneously
Required Skills, Knowledge and Expertise
• BS or MS preferred.
• This position requires some Domestic and possible International travel.
• The ideal candidate will have strong written and verbal communication skills, problem solving expertise, and experience with electronic test equipment, basic circuit design, and motion capture technologies.
• This position requires some Domestic and possible International travel.
• The ideal candidate will have strong written and verbal communication skills, problem solving expertise, and experience with electronic test equipment, basic circuit design, and motion capture technologies.
Benefits
Vicon offers an excellent benefits package including medical, dental, long-term disability, a company matched 401(k) program, generous vacation allowance, and coworkers who are driven to succeed and enjoy a fun, challenging work environment.
Vicon is a subsidiary of Oxford Metrics Plc, a public company founded in 1984 with a proven track record of growth, financial stability, technical innovation and long-term customer relationships.
We are an equal opportunity employer.
We are an equal opportunity employer.
