Customer Success Manager

 

 

⚡️ Why Altium?

Altium is transforming the way electronics are designed and built. From startups to world’s technology giants, our digital platforms give more power to PCB designers, supply chain, and manufacturing, letting them collaborate as never before.

• Constant innovation has created a transformative technology, unique in its space
• More than 30,000 companies and 100,000 electronics engineers worldwide use Altium
• We are growing, debt-free, and financially strong, with the resources to become #1 in the EDA industry

Octopart is part of the Nexar Business Unit inside Altium LTD.  It is the data platform for electronic components and industrial products. We live at the center of electronic design and our people are the heart of Octopart. Our team’s passion and dedication powers everything we do. No, really. That might sound like typical corporate jargon, but we genuinely love what we do here at Octopart and we think you will, too.

Octopart’s mission is to equip the rapidly growing population of electrical engineers, buyers, and makers with everything they need to make decisions about electronic parts. From a sophisticated search algorithm that helps them quickly find the right part, to comprehensive data as a product that gives them confidence in selecting a part for their project, and our GraphQL API.  Octopart strives to save people time so that they can focus on designing the technology that powers our daily lives.

About the Role: 

We are excited to welcome an additional Onboarding & Customer Success Manager.  You will be the key link between Octopart’s small- and medium-tier customers, covering our distribution partners, component mfgs, and our DaaP/API users. This role will respond to requests and complaints swiftly while proactively coordinating communication around issues. You will often be the first point of contact for our customers, and set the standard of an amazing experience with Octopart.  Over time, this function will provide input to strengthen internal processes and conduct projects to drive higher revenue and help the business achieve its KPI’s. 

A Day in The Life of Our Customer Success Managers: 

As a Customer Satisfaction Manager, your mission is to provide an excellent experience to our customers through rapid and effective issue resolution while working with our internal team to advocate for the voice of the customer. Some of your key responsibilities include:

• Facilitate the onboarding process for new customer signups, including answering questions on terms of service, helping with account creation, validating customer data, collecting marketing collateral and managing customer launch. 
• Promptly and courteously respond to inbound customer emails via Freshdesk, Retool and Salesforce.
• Establish rapid proficiency and eventually mastery in Fresh Desk, Salesforce, Retool, Netsuite, Github, Looker, Google Ad-Manager, and other company specific tools. 
• Support API customers through correct customer identification and processing.
• Work within the Business Development & Customer Satisfaction teams and cross functionally with Engineering, Product and Data Science to respond to complaints and resolve issues.
• Model the customer’s performance on site, and make suggestions related to CPC, analytics and digital advertising that will help the customer get a better return and experience using Octopart.
• Organize monthly reporting for customers via Looker and Google Ad Manager.
• Efficiently resolve customer complaints and issues, including coordinating with the sales, product, and engineering teams as necessary.
• Anticipate customer needs and provide thoughtful solutions.
• Assist accounts with administrative updates and highlight self-service functionality.
• Review new additions to customers’ inventory datasets and verify accurate pairing of values.
• Contribute to internal customer reviews to improve team efficiency and revenue opportunities.
• Identify partners and potential partners who would benefit from other Alitum/Nexar/Octopart tools and products.
• You will provide support to the Collections team
• Support the Account Manager team

Expected Outcomes:

• Customers will be onboarded quickly and accurately.
• Customers will have a positive onboarding experience.
• Customers will want to spend more with all Altium Organizations
• We will exceed customer expectations.
• We will maintain an efficient response time to customer service tickets.
• We will be paid promptly.
• We will achieve our revenue targets.
• You will identify and prioritize the top prospective cu