Customer Success Manager
Posted on: 14 Mar 2021
Towson, MD
Job Description
Job Description
CUSTOMER SUCCESS MANAGER
FLSA Status: Exempt Salaried
Location: Virtual (Towson, MD Preferred Location)
How You Will Make An Impact
As a Customer Success Manager, you will be joining our growing SaaS Team and will be responsible for establishing and building customer relationships to promote customer retention and loyalty. Key responsibilities include onboarding new customers, training end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success. You will also act as the primary point of contact for our customers and connect customers with the appropriate teams to address specific requests.
What You Will Be Doing
* Position the value of SBDs software and help mold the customer relationship and onboarding process for medium to large-sized construction businesses
* Create value for customers by ensuring they clearly define business outcomes and then build a success plan with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
* Advise, educate and guide potential customers through the support and implementation journey to help them learn how SBD can help with the use of our products and proficiency with our products in the field
* Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
* Identify and manage customer requests for service to maintain above average retention and revenue goal attainment.
* Build/maintain rapid channel of communication to customer in case of online service-related issues and events
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What You Bring To The SBD Team
* PREFERRED: Bachelors or Associates degree (Technology or business-related field)
* 3+ years of experience in functional consulting, customer success or in a pre-sales software solution capacity
* Proven ability to map the customers business process to product capability
* Deep understanding of SaaS customer engagement
* Strong verbal and written communication skills and technical aptitude
* Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges as they come u
* Strong organizational/time management skills and the ability to manage multiple projects simultaneously
* Knowledge of the construction industry is a plus
* Proficient with Microsoft Suite applications
* Experience using CRM solutions such as Salesforce.com a plus
* Experience analyzing data, trends and client information to identify product or service growth opportunities
Stanley Black & Decker
New Britain, CT
Stanley Black & Decker, Inc. engages in tools and storage, industrial, and security businesses worldwide. Its Tools & Storage segment offers power tools and equipment, including professional products, such as professional grade corded and cordless electric power tools and equipment, and pneumatic tools and fasteners; and consumer products comprising corded and cordless electric power tools primarily under the BLACK+DECKER brand, as well as lawn and garden products and related accessories, and home products.
This segment sells its products through retailers, distributors, and a direct sales force to professional end users, distributors, retail consumers, and industrial customers in various industries. The company’s Industrial segment provides engineered fastening products and systems to customers in the automotive, manufacturing, electronics, construction, aerospace industries, and others; sells and rents custom pipe handling, joint welding, and coating equipment for use in the construction of large and small diameter pipelines, as well as provides pipeline inspection services; and sells hydraulic tools and accessories.
This segment also serves oil and natural gas pipeline industry and other industrial customers. Its Security segment designs, supplies, and installs commercial electronic security systems and provides electronic security services; offers healthcare solutions, which include asset tracking, infant protection, pediatric protection, patient protection, wander management, fall management, and emergency call products; and sells automatic doors to commercial customers. This segment serves consumers, retailers, educational, financial, and healthcare institutions, as well as commercial, governmental, and industrial customers. The company was formerly known as The Stanley Works and changed its name to Stanley Black & Decker, Inc. in March 2010. Stanley Black & Decker, Inc. was founded in 1843 and is headquartered in New Britain, Connecticut.
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IndustryBusiness Services
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No. of Employees60,767
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Jobs Posted2280
