
Customer Success Manager na Oxford Metrics Plc
Oxford Metrics Plc · Centennial, Estados Unidos Da América · Hybrid
- Professional
- Escritório em Centennial
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
• 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
• 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
We are an equal opportunity employer.