Job Summary :
Do you have the following skills, experience and drive to succeed in this role Find out below.
The Customer Success Manager will hold responsibility for developing long-term relationships within an assigned geographic area maintaining alignment with key business executives and stakeholders.
In addition, the Customer Success Advocate will liaise between customers and cross-functional internal operations teams to ensure the timely and successful delivery of our solutions according to customer needs.
Contribute to sustaining customers and maintaining favorable customer experience.
Essential Responsibilities :
- Sustain existing accounts
- Establish, in depth and trusted relations with assigned accounts
- School districts,
- Independent Sales Reps,
- Dealers
- Carry high emotional intelligence to understand and navigate the intricacies and politics of a region
- Attend customer meetings and events
- Primary point of contact for Customer and Technical Service escalation
- Proactive follow up and management of quotes, orders and tasks
- Service dispatch follow up
- Responsible for the day-to-day operations of assigned region
- Own the complexities of a Region's transactions or issues
- Understand the need for collaboration and escalation with sales leadership.
- Exhibit excellent team player characteristics
- Understand business development initiatives
- Ensure we are prepared to support the needs of business development activity.
- Build partnerships with Duke operations to remove blockers to region success
- Internal advocacy for assigned region
- Subject Matter Expert for CRM
- Responsible for supporting account reporting, transactional, historical and activity
- Create visibility to account activity to Regional Managers and Value Stream Leadership
- SIOP - manage short term (30-90) contributions for assigned Region
- Responsible for ensuring adequate transaction capacity is in place based on SIOP and business development forecasts
- Contribute to the continuous improvement of the key Customer Success Function
Job Qualifications :
- High critical thinking and problem-solving capability
- Good interpersonal skills with customers or operations
- Persuasive skills with inter-company personnel.
- Experience with inside sales or key account support
- Willingness to travel up to 30% of the time
- A minimum of 3-5 years' experience in Account Management
- Four-year college degree required
- Location : St. Louis or Kansas City Metro Areas
Duke is an equal opportunity employer.
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