Customer Success Manager
Poka, an IFS company, is a fast-growing company looking to add a knowledgeable Operational excellence consultant to our expanding Customer Success team. Under the leadership of the Director of Customer Success, the CSM will act as a strategic advisor for our manufacturing clients.
If you have a background in manufacturing, experience in previous roles like Operations Manager, Continuous Improvement Manager, Maintenance Manager or Production Supervisor and you’re passionate about the success of your customers, this is the place for you.
What you’ll be responsible for:
- Managing the success of a portfolio of assigned complex strategic accounts by driving the client to steep and fast ROI, adoption, and expansion throughout the entire customer journey.
- Consult clients on their CI / TPM journey to build their transformation plan.
- Managing and delivering on various internal CI initiatives to enhance the CS team’s efficiency and productivity.
- Owning the relationship and being the trusted partner for our manufacturing customers on use-case and product functionality by providing executive oversight and facilitating outstanding client communication.
- Leading the building and deployment of Poka’s Playbooks based on CI and TPM and Poka DEMO.
- Manage both internal and external stakeholders to provide the best experience for the customer.
- Securing renewals of all contracts under management and collaborating to drive account growth.
- Challenge customers with their existing Poka usage and promote new ways of leveraging Poka
- Create dashboards for the Advanced analytic feature to help customers visualizing and analyzing their data
What you bring to the table:
- Experience in a role within manufacturing with knowledge in continuous improvement, maintenance, production supervision, or project management
- Experience leading various CI and TPM initiatives
- Experience in Business-to-Business customer facing activities such as account management, customer success
- Deep understanding of lean manufacturing principles.
- Excellent English written and verbal communication skills
- Ability to develop/maintain strong relationships with clients.
- Ability to discuss financial terms with clients — Willingness and ability cross-sell, upsell, expand, and expertly navigate contract renewals
- Adaptability to a changing environment and strong ability to work independently
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
