Role Summary
The Customer Success Manager (CSM) works closely with our channel Partners and end user customers to build strong, supportive relationships with them and their personnel across their assigned region.
The CSM will work closely with the channel Partners within their region to support growth of their Waukesha business and will leverage branch-level channel connections to support Waukesha commercial initiatives, including assessing channel capabilities, assisting in the CPR KPI monitoring at the local branch level, and assisting the sales team in the launch of aftermarket marketing campaigns.
The CSM will work with all functions within INNIO to facilitate transactions for the Partner in parts fulfillment, warranty, fleet programs, and technical issue resolution.
Essential Responsibilities
· Have 100% ownership and oversight for services execution for assigned Partners while working across all internal functions and in conjunction with Partner’s personnel to support parts fulfillment, warranty, fleet programs, issue resolution, technician training, systems training, and installed base support
· Assist with onboarding and offboard of channel Partner’s, and assist in the channel audit program
· Support assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume
· Ownership of all assigned Partner service project / contract related execution
· Coordinate support from local and remote teams to respond to inquiries on a timely basis
· Support region Sales and Service team in execution of sales strategy for new units and services
· Support execution of Partner’s flow parts orders and revenue plan
· Help to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan
· Assist Service Sales Manager in demand creation of new regional CM&U (Conversion Modifications & Upgrades) project opportunities or multi-year agreements as needed
· Work with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns
· Act as primary liaison for questions/concerns between end customer, Partner and HQ resources
· Accelerate RCA resolution by proactively supporting internally to move organization towards conclusion
· Support finance team in cash collection activities and Partner follow up as needed
· Support NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback
Qualification Requirements :
· Bachelor’s Degree from an accredited college or university with a minimum of 5 years of experience in a customer facing role and technical background or equivalent knowledge / experience
· Minimum of 3 years of professional experience in a customer service, key account support, contract and/or project management role in gas compression and/or power generation industry
· Minimum of 1 year of experience working with Oracle ERP system
· Ability and willingness to travel up to 30%, primarily within the assigned regions
· Self-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely
· Strong customer and interpersonal communication skills both written and verbal
· Ability to work effectively and influence within cross functional teams
· Computer knowledge and experience in MS Office, Outlook, Excel, etc.
· Ability to learn and adapt to new systems quickly
· Passionate customer service orientation and customer advocate
· Fluent in English
