What are the responsibilities and job description for the Customer Success Manager position at Barco?
Overview
The Customer Success Manager will manage customer relationships against service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts.
Essential Functions
The Customer Success Manager will manage customer relationships against service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts.
- Serves as point of contact for key customers and ensures those customers realize their expected value from Barco products and services.
- Develops and implements robust processes to that provide a high-quality service experience to both external and internal customers.
- Conducts business review meetings with key customers.
- Prepares related reports for management to monitor costs, revenue, or related metrics.
- Conducts analysis administration activities and makes recommendations for increased organizational efficiency and effectiveness.
- Handles escalation of issues from Customers, Partners or internal contacts. Organizes assistance from other parts of the organization.
- Interfaces with Global Technology Services team, Field Services Team, Customer Success Coordination and Sales to ensure timely settlement of related issues, status updates, and timely forecasts/reporting.
- Participates in svc related improvement projects.
- Engages with other internal functional teams to ensure alignment on deliverables, customer requests and timelines.
- Bachelor’s degree or Technical Master, or equivalent through experience. A master is a plus.
- 5-7 years of experience in Customer Service environment
Essential Functions
- Office Environment - Job performed in normal office environment including 6-8 hours a day of sitting, computer activities, communication skills, intermittent standing, limited lifting, physical activities or exposure to regular office conditions.
- Ability to lift, carry, or position equipment or components (typically up to 50 lbs).
- Travel by flight and / car. Ability to conduct on-site customer meetings, product demos or support activities.
- Ability to walk, bend, reach, and move between office, lab, areas as needed.
- Ability to connect, unplug, handle, or manipulate cables, small parts, or handle equipment.
- Regular business hours apply; however, occasional overtime or adjusted work hours may be required.
- Work may require approaching or handling prototype units, displays, system components.
- Must comply with all environmental, health, safety, and security protocols.