What are the responsibilities and job description for the Customer Sucess and Technical Training Manager position at Connection Recruitment Inc.?
The Customer Success & Technical Training Manager is responsible for ensuring customers achieve maximum value from their products and services through a seamless customer journey and robust technical enablement. This role combines strategic leadership of customer success initiatives with technical training and knowledge transfer, ensuring customers are informed, confident, and equipped to leverage our high-speed interconnect solutions. The Manager will work closely with Sales, Engineering, NPI, Operations, and Quality teams to deliver customer-focused solutions, improve adoption, and translate complex technical concepts into actionable guidance for customers.
ATTRIBUTES
- Customer Centricity: Always advocates for the customer, ensuring solutions and training deliver real value.
- Quality Mindset: Proactively identifies potential fail points in products, processes, and support; drives continuous improvement.
- Problem-Solving Orientation: Analyzes complex issues and implements practical, sustainable solutions.
- Analytical Thinking: Uses data and metrics to guide decisions and measure impact.
- Collaboration & Influence: Builds trust and works effectively across functions and global teams.
- Adaptability & Agility: Navigates a fast-paced, matrixed organization and adapts to evolving customer and business needs.
- Leadership & Coaching: Inspires, mentors, and develops team members for high performance and growth.
- Curious - Possesses an inquisitive mind. Seeks new information and experiences and explores novel possibilities.
KEY RESPONSIBILITIES
The Customer Success and Technical Training Manager’s key responsibilities include, but are not limited to:
- Define and implement a customer success strategy aligned with HSIO CN business goals.
- Drive initiatives to improve customer satisfaction, retention, and long-term partnerships.
- Serve as the voice of the customer, ensuring feedback drives product and process improvements.
- Establish KPIs to measure customer success performance (NPS, CSAT, adoption rates, support response times).
TECHNICAL TRAINING & ENABLEMENT
- Lead the development and delivery of technical training programs for customers, including workshops, webinars, and product documentation.
- Ensure customers fully understand product specifications, installation, operation, and troubleshooting.
- Collaborate with Engineering and NPI teams to translate technical product knowledge into accessible training materials.
- Build scalable onboarding programs to support multiple global customers.
CROSS-FUNCTIONAL COLLABORATION
- Partner with Sales, Product Marketing, Operations, and Quality teams to align customer experience initiatives with business objectives.
- Work with NPI teams to ensure smooth product adoption and knowledge transfer during new product launches.
- Identify gaps in internal and customer knowledge and implement solutions to address them.
TEAM MANAGEMENT & DEVELOPMENT
- Recruit, mentor, and develop a high-performing team of Customer Success Managers and Technical Trainers.
- Establish clear objectives, success metrics, and professional development plans for the team.
- Promote a culture of continuous learning and customer-first thinking across the organization.
PROCESS & TECHNOLOGY OPTIMIZATION
- Implement and optimize customer success and training processes, leveraging CRM, MES, ERP, and BI tools.
- Develop digital resources, e-learning modules, and knowledge management systems for scalable training.
- Monitor metrics and continuously improve workflows to enhance efficiency and customer satisfaction.
KEY COMPETENCIES
- Strategic thinking and customer-centric mindset
- Technical acumen with the ability to simplify complex concepts
- Leadership and team-building capabilities
- Operational and project management expertise
- Analytical skills to measure and improve customer outcomes
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in Engineering, Business, or related field; MBA or Master’s preferred.
- 10 years of experience in customer success, technical training, or customer-facing roles in electronics, connectors, or high-tech manufacturing.
- Proven experience in managing cross-functional teams and global customer programs.
- Strong understanding of product lifecycle, NPI, and manufacturing operations.
- Experience with CRM, MES, ERP, and BI tools; comfortable leveraging technology to drive customer engagement.
- Exceptional communication, coaching, and stakeholder management skills.