Symmons Industries

  • Customer Success Manager (Symmons Water Management)

    Job ID
    2018-1270
    Category
    Customer Service/Support
    Type
    Regular Full-Time
    Job Location
    US-MA-Braintree
  • Overview

    Symmons Industries is a family-owned, premier domestic manufacturer of commercial and residential plumbing products. We are well respected in the industry for the quality of our products and customized service levels.

     

    We have created a new role within our organization that will be focused on providing premium service to our Symmons Water Management technology customers. The Customer Success Manager will primarily focus on being a trusted advisor to our customers i.e. ultimately responsible for ensuring they are fully engaged and educated on the use of our technology, are nimble in servicing their account management needs and will be the primary contact for queries, analysis or troubleshooting solutions. They will align at the stakeholder level -  building and maintaining strong relationships.  Success in this role will be measured by helping our customers feel that there has been business value and ROI from their investment with Symmons.  This position will align with external General Managers/Executive/Engineering levels i.e. building and maintaining strong relationships to help customers progress on their water management journey.

     

    This role has potential opportunity to create and manage its’ own team. It reports directly to our Chief Financial Officer.

     

    The ideal candidate must be a natural self-starter with a passion to be very consultative, share knowledge and find solutions. They should have an established background working with product launches and/or Account Management. They should have a demonstrated track record of deepening cross-functional relationships and delivering results.

    Responsibilities

    • Leverages business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Symmons
    • Ensure that customers derive maximum value from their investment with Symmons, utilizing all functionality of the system to ensure adoption and a successful renewal
    • Build and nurture relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
    • Monitor customer usage data, health indicators, renewal dates and growth opportunities
    • Evangelize the capabilities of Symmons Water Management technology
    • Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map features and benefits to address their needs
    • Post-sale customer relationship owner
    • Scheduling of pre-sales/sales calls, system installations etc.
    • Gather pre-sale data (i.e. Opportunities characteristics fields in Salesforce) as needed
    • Help gather info to prep the sales team for pitches. Assist with Pitch Deck edits, contract agreement edits, online surveys, incident reports etc.
    • Attend some Demo and Contract Close Meetings
    • Capture key learnings of site visits and ensure Salesforce is updated with meeting info, key contacts and documentation

    Qualifications

    • 5+ years of related sales support and or account management experience
    • BA/BS or equivalent
    • Navigate customer organizational structures to identify and build relationships with executives and stakeholders
    • Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
    • Proficient at being prescriptive and driving action-oriented meetings
    • Strong knowledge of business processes (Sales, Marketing, Service, Support)
    • Persuasive communication, presentation and interpersonal skills. Ability to navigate conflict and foster honest dialog
    • Ability to quickly grasp and distinctly explain technological and business concepts about SWM to connect with our customers in a whole new way.
    • Strong computer skills required; proficiency in MS Office (Word, PowerPoint, Excel) and Microsoft Outlook
    • Experience with CRMs and or Salesforce a plus
    • 10% travel may be required

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