Customer Success Manager

Job Summary:

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

We are looking for exceptionally talented, bright, and driven people. If you would like to be part of a team dedicated to delivering industry-leading performance through exceptional talent and a culture of innovation and collaboration, this is an opportunity you won’t want to miss. We are looking for a dynamic, organized, self-starter to be a Customer Success Manager based in Hickory, North Carolina

Working closely with the field sales teams and field sales management to identify goals that will grow CommScope’s Broadband business and position CommScope’s solutions for new business to end users through our Ecosystem of partners including Channel Distributors, Installation Business Partners, Consultants, Engineers, and Integrators.  Partner with the NAR Sales Teams to support the Broadband market with project pricing and sales support for all CommScope products.

 

Key Responsibilities: 

• Provides management support for assigned account(s) including coordination of forecasting, logistics, demand planning, sales opportunities and customer interaction that delivers excellent customer experience with the CommScope supply chain.
• Regular interaction with the customers as the point of contact for internal activities to include quotes, pricing, expedites, supply chain, logistics, and customer concerns.
• Identifies necessary supply chain plan and timeline to support the implementation of the opportunity with end user, sales, and project implementation teams to include contractors.
• Ensuring that the project objectives are met by monitoring the order and fulfillment progress using appropriate project management protocol, tools & communication vehicles.
• Responsible for providing customer specific KPI's and metrics (delivery, quality, supply chain, order management, etc.) as part of the monthly/quarterly customer reviews of CommScope performance to expectations or contractual terms.
• Facilitate regular update calls with cross-functional team and participate in discussions with end customers.
• Ensuring that the project objectives are met by monitoring the order and fulfillment progress using appropriate project management protocol, tools & communication vehicles.
• Maintain an expert knowledge of pricing and a general understanding of production and technical matters related to pricing. Cross-reference competitor products to CommScope products and offer pricing.
• Verify and report on competitive activity, including product offering, pricing, and other pertinent information and answer questions and/or resolve conflicts relating to project pricing.
• Oversee various pricing related activities including addressing quotes/RFP requests and creating quotes in the Dynamics CRM systems administering to customer’s needs.
• Coordinate and collaborate with appropriate outside sales managers and manufacturer’s rep firms to help drive opportunities and growth
• Establish and maintain professional relationships with major customers by continual follow-up with priority accounts and becoming familiar with key personnel through customer visits, trade shows and by telephone, as well as input provided by Field Sales.
• Update and maintain Dynamics CRM Sales Opportunity funnel
• Develop training programs at various levels for team members by requesting assistance from various departments such as the Business Unit, Sales, Engineering, Manufacturing and Shipping to provide pertinent information, including outside sources, if necessary.
• Perform special projects as requested for upper management and to support ongoing projects concerning customer service needs such as updating software programs, etc. by coordinating with necessary departments for assistance in providing adequate solutions and obtaining accurate information.  This includes providing monthly reports for management.

 

 Requirements: 

• Associate’s degree in related field and / or 2-3+ years of related experience
• Excellent communication, negotiation, presentation and facilitation skills with all associate and Management levels
• Ability to work independently; self-starter
• Strong planning, analyzing, interpretation and documentation of process flow methodology
• Experience in customer service, sales, o