Homeoffice Customer Success Supervisor na Hygiena

Hygiena provides rapid microbiology diagnostic tests and solutions for mission-critical, time-sensitive processes around the world. Hygiena’s proprietary diagnostic technologies enable customers to; prevent illness and save lives, comply with regulations, protect products and brands, run businesses more effectively. Solutions are sold in a wide range of industries globally, but the core focus is food safety. Headquartered in Camarillo, California and with offices around the world, we are actively looking for talented individuals to help grow the business! 

At Hygiena we believe:

• In providing the highest quality products & service 
• Being a leader in innovation 
• Having a compelling desire to improve and win in the marketplace 
• In contributing positively not only in the workplace, but in our community and environment! 

With rapid growth comes opportunity. We are looking for a Customer Success Supervisor to join our team, this is a remote role.

The Customer Success Supervisor (CSS) leverages and utilizes all available resources to generate corporate excellence in customer experience when it’s impacting in sales / buying cycle. Customer Success must secure the correct onboarding of new customers, retain them and grow in cross and up selling. As a result, the customer success supervisor must work to drive and accelerate growth across the organization and work in partnership with the Territory Sales Managers (TSM), and any inside sales representatives (ISR)

Responsibilities:

• Develop and deploy customer success strategies tailored to client needs.
• Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success.
• Facilitate effective onboarding and training for new users and provide the onboarding of current customers with new products, applications or services. This includes product, instruments and service adoptions. 
• Setting up our customers for success on our products by ensuring they are prepared to utilize our equipment and tests to meet their goals.
• Define learning strategy from as self-service module to customized training business model, maximizing effectiveness across Hygiena-customers. 
• Set curricula for customer if needed and work in partnership with Marketing in the learning center initiatives.
• Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling. Success should have consultative roles with our customers. 
• Manage revenue retention and ensure high net and gross retention rates. 
• Support any sales representative to provide solution to our internal team requests.
• Provides guidance for our entire sales team and design define and implement internal process improvement to maximize sales team efficiency with positive impact in customers
• Design and implement the report & dashboard to track successful experience with customers in the entire buying cycle. 
• Works in partnership with Key Account Managers, Territory Sales Managers, and indirect sales representatives in executing annual business growth plan including new product launches, new installations, and product training.  Maintains and creates customer training content.
• Work in the design, implementation and consolidation of any business and operational business model that impacts the customer experience for any potential or current customer in the relation with Hygiena.
• Works with Marketing and Product Management team to create and maintain customer training content.  
• Partners with Sales team in the creation of strategic plans, goal setting and identifying additional opportunities or improvements to processes.
• Utilizes and updates CRM MS 365 platform daily to document communications, trainings, and price changes to manage existing customers.
• Ensure compliance with and/or follow all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seek guidance as necessary.
• Actively supports and participates in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the Safety Manual and Injury Illness Prevention Program (IIPP).
• Improve business model through technology, driving new applications, software and or webinar platforms to improve the model. Create business case for approval and after that ensure implementation and consolidation
• Create outstanding customer experience initiatives (welcome letter, gift execution models, anniversary recognitions)
• Ensure compliance with and/or follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seek guidance as necessary.
• Actively support and participate in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the Safety Manual and Injury Illness Prevention Program (IIPP).
• Carry out all responsibilities in an honest, ethical and professional manner.
• Must be able to fulfill essential job function in a consistent state of alertness and safe manner.
• Handle various other duties as delegated by the Supervisor or Manager

Qualifications:

• Bachelor’s Degree or equivalent education and work experience required.
• Minimum of 3 years of experience of B2B sales or technical support position required that includes the following:
• Sales experience or knowledge of the food & beverage processing market, or
• Sales and/or Marketing experience or knowledge of the health care market
• Intermediate knowledge of Microsoft Windows Office (Outlook, Word, Excel, PowerPoint).
• Digital experience: ON24- AI-CRM-Customer Portal.

Skills/Abilities:

• Excellent verbal and written communication.
• Must be able to use discretion and independent judgement.
•  Must be able to work in a team environment.
• Must be able to pay close attention to details.
• Must be able to adapt and adjust to a constant changing environment.

• Up to 30% domestic and international travel, including customer visits, regional offices, and industry events
• May occasionally work evenings and/or weekends.
• Fluent in English, proficiency in Spanish and or Portuguese is strongly preferred.

 Salary Range (applicable to California):

$60,000.00 - $70,0000.00 base salary DOE plus commission.

Why you’ll want to join our team:

Teamwork as a core value.

At Hygiena, our emphasis on teamwork and cross-functional communication enables us to build stronger bonds within our business.

Be a part of something big.

Hygiena plays a critical role in helping to prevent global health crisis such as foodborne illness, healthcare-associated infections, and other outbreaks.

Giving back to our communities.

Hygiena believes in giving back by supporting local organizations committed to improving the lives of children and youth in our communities.

Benefits and Perks:

• 15 days of PTO & 9 paid company holidays
• Medical with HSA employer contribution, Dental, Vision available 1st of the month after start date
• Company paid Life Insurance, Short* and Long-Term Disability and an Employee Assistance Program
• 401(k) with Safe Harbor and Profit-Sharing employer contributions
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities

*State paid short-term disability for California based employees 

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hygiena participates in E-Verify.