Customer Success Manager

The Customer Sustainment Manager role is responsible for proactively driving all customer Commercial activities related to sustaining business to ensure customers receive maximum value and enhanced customer experience from TE for assigned region and/or specific customers. This role thoroughly understands & manages customer lifecycle with a deep understanding of Buyer / Customer needs and overall objective is to ensure protection of & growth of sustaining business.

This role is located remotely in the US and will support the Western region of the country.

• Focus on sustaining business security ensuring specialised relationship management & driving high level & consistent EETC (Extraordinary Experiences for Targeted Customers) Service levels across the Medical Business Unit.
• Develop & maintain key business relationships with higher level Customer Sourcing and Procurement representatives & leaders to drive customer success, experience & protection of sustaining business.
• Build and maintain strong working relationships with internal colleagues in Sales, Marketing, Product Management, Customer Care, & Operations, to cultivate cooperation in customer focus and delivering EETE (Extraordinary Experiences for TE).
• Act as an advocate between customers and business functions e.g. Product Management / Operations, Customer Care to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s supply & service.
• Manage escalations ensuring ownership & accountability including but not limited to meeting stated commitments, managing customer expectations, tracking recoveries to close out, ensuring visibility & operations alignment in management of customer inventories to support sustaining business protection & growth.
• Conduct regular Monthly Forecast demand reviews with customer to ensure alignment on customer requirements and clarity for SIOP Demand review process.
• Manage customer product lifecycle management, ensuring market intelligence and insight regarding EOL planning, or transition to next generation pipeline in conjunction with Tech Sales lead & Product Management.
• Manage & lead customer communications in relation to major change projects such as qualifications for transitioning to new equipment, Capacity improvement projects, Tooling replacement projects, Process improvement/VAVE projects, & large-scale product changes e.g. Coating change project.
• Coordinate & conduct formal business reviews in the form of MBR’s/QBR’s/ABR’s preparations to drive high level customer engagement ensuring best practice applied and consistent business review process executed. Drive internal inputs business review process & follow up actions to closure.
• Collaborate with Commercial teams to ensure coordinated approach on key large multi-sites connected programs, across internal PBU’s & external customer sites.
• Support & encourage Face-to-Face customer Engagement as part of overall customer experience as well as hosting customer site visits, trade shows, support Tech Days in conjunction with Sales team.

• Bachelor’s degree and 5 years of frontline account management or related experience; those without a secondary degree but who have equivalent experience will also be considered
• Experience with Medical Device OEMs a plus
• Ability to communicate effectively at all levels of organization, including senior management and technical personnel
• Ability to work within a fast-paced and dynamic environment
• Ability to multitask and self-direct
• Proven customer service skills
• Demonstrated strong communication skills
• Demonstrated proficiency with Microsoft Office and relevant SFA tools & systems e.g. Salesforce, Mediafly, PowerBI etc.
• Strong SAP experience
• Ability to manage and coordinate escalations