Customer Success Manager

Mercury Computer Systems, with a proven track record within military defense electronics and telecommunications companies, is seeking a Customer Success Manager (our internal job title for this role is  Sr. Principal Inside Sales Analyst). This person is responsible for maintaining a successful relationship with Mercury and our strategic customers. Customer satisfaction is a key component to Mercury’s growth and the CSR is a fundamental contributor to the relationship with our valued customers.

 

The Customer Success team is assigned the responsibility of being a primary interface with one of Mercury’s strategic Tier 1 prime contractors to the interworking’s of Mercury Systems. The CSM works hand in hand with the Growth Account Manager for the Prime to form a team that represents both Mercury to the Prime and the Prime withing Mercury.

 

The Customer Success Manager will work in a fast-paced environment and is expected to work occasionally outside of traditional business hours to support critical events, programs, and shows. Travel to customer/partner meetings will also be required.

 

Job Summary

 

Mercury's Worldwide Sales Organization is designed to sustain the growth of Mercury. We have several functional teams that come together through communication and trust to sell Mercury technology successfully into the Aerospace and Defense Marketplace. Strategic Accounts focuses on our core customers, Product Line Sales focuses on each individual business unit acting as sales specialists, Business Development creates demand in the right areas early in areas we have high probability of winning, Channel Management integrates indirect sales into the mix without causing channel conflict and Capture keeps us aligned and on track to win. The Customer Success Manager is a critical component, and one could say the glue, of this highly efficient team.

 

The Customer Success Manager must manage many aspects of handling complex embedded computing design in and managing production programs. They promote teamwork and camaraderie amongst staff. They can communicate well and possess excellent interpersonal skill. The CRMs are positive and encouraging towards both our customers and Mercury co-workers.

 

Job Responsibilities:

Mercury Computer Systems, with a proven track record within military, telecom, & C4ISR companies, is seeking a Customer Success Manager located in New England or the Northern Virginia area. This person is responsible for maintaining a successful relationship with Mercury and our strategic customers. Customer satisfaction is a key component to Mercury’s growth and the CSR is a fundamental contributor to the relationship with our valued customers.

 

Outward - Customer Facing

• Learn, maintain and become a student on how Mercury’s major customers work and build strong relationships with customers (appropriate buyers, material managers, program people, etc.), understand forecast and buying process
• Frequent contact with supply chain personal at Mercury’s strategic customers
• Direct involvement with the customers contracting process to include Purchase Orders and Subcontracts
• Asking pertinent questions when RFQs/requirements are received
• Follow-up on leads to qualify customers and programs as fits for Mercury’s technology.
• Work independently to gather forecast information from customers

Inward - Mercury Facing

• Responsible for supporting the Strategic Account Sales team in preparing and delivering proposals to customers and assisting with the overall sales operations process.
• Prepare/monitor accurate and timely performance and activity reports for senior management.
• Work with Program Management and Sales Management and Mercury’s Finance team on reporting needs
• Active participant in the development of new project proposals.
• Forecast bookings and design win information as required by the management team.
• Continuously improve Sales forecast data accuracy and extend MRP forecast as needed.
• Actively participate in weekly Forecast Calls

 

Required Qualification:

• Bachelor's degree in business, marketing or other related field
• Ideally10+ years of experience of sales and marketing experience in defense / military electronics
• Track record for managing opportunities from $500K - $30M
• Demonstrate