Proactively manage end-to-end customer lifecycle plans for assigned accounts
Provide full ownership during implementation, launch, and ongoing operations
Improve customer outcomes from Dematic products and services
Track, measure and report on important data that provide a comprehensive view of customer outcomes including customer happiness, solution adoption and long-term value
Proactively reduce customer concerns through early issue identification and coordination with sales, execution and services organizations
Build strong relationships with key customer contacts via regular check-ins, touch point meetings and business reviews
Serve as the primary advocate and internal representative of the customer
Identify, track, and communicate expansion and upsell/cross sell opportunities of our offerings and solutions with the Sales team
Establish strong internal feedback loops from customers to relevant internal collaborators
Maintain accurate and up-to-date customer contact information for effective notifications
Coordinate the regular review and communication of technical and product bulletins to relevant customer contacts
Ensure regular documentation and update of the installed data and relevant customer-specific information to maintain a comprehensive and current knowledge base.

Bachelor’s degree (or equivalent experience)
3-5 years experience in customer success, account management, client services, customer support, or equivalent customer management
Material handling experience a plus
Exceptional time management ability
Ability to thrive in a collaborative and multifaceted environment
Proactive approach dedicated to customer success
Strong customer focus and passion for helping clients succeed, with strong communication skills
Strong organizational and communication skills
Proven track record to work both independently and collaboratively
Ability to balance critical thinking with operational execution
Analytical and process oriented, with an ability to analyze data and offer actionable insights
Strong solid understanding of MS Office products and a demonstrated ability to learn new software quickly
Ability to reduce issues to core elements and develop solutions using problem solving and analytical skills
Ability to travel requirement to customer sites as needed (approximately 30%+)

Senior Customer Success Manager

Key skills