Customer Success Manager

Waites Sensor Technologies, Inc.; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Waites Sensor Technologies, Inc. is seeking a Customer Success Manager to ensure customers achieve value from our IoT sensing solutions. You will onboard new clients, maintain proactive outreach, and coordinate internal resources to meet customer needs.

Travel is minimal and the role reports to the Customer Success Team Lead. The ideal candidate will build strong relationships, communicate clearly, and drive renewal and expansion opportunities while delivering exceptional service in a

Qualifications

• BS/BA in business, IT, or related field.
• 2–3 years of client service or sales experience preferred.
• Strong understanding of software-based tools and customer use cases.

Responsibilities

• Represent the company and Waites brand professionally.
• Drive customer satisfaction and loyalty at all times.
• Manage onboarding for new customers to ensure success.
• Proactively engage customers via calls/emails and address needs.
• Maintain regular contact with stakeholders to maximize success.
• Document activities in CRM and gather product feedback.
• Support account growth by identifying opportunities within existing customers.

Skills

Customer relationships

Communication

Problem solving

CRM tools

Education

B.S./B.A. in Business or related field

Tools

CRM software

Microsoft Office

Job description

Description

Customer Success Manager

What we are:

Fun, fast-paced, client-focused, people-centric, inviting, flexible, and rapidly growing.

What we are not:

Overly structured, uncompromising, disengaged, or disconnected.

Our Customer Success Manager is focused on ensuring that Waites Sensor Technologies delivers the best possible experience to our customers through our industry-leading products and services. The optimum candidate is a charismatic, articulate, high-energy professional with great attention to detail, a strong ability to build relationships, ask good questions, solve relevant problems, and ensure all customer needs are enthusiastically met. This position offers excellent potential for personal development, learning opportunities, and growth in an exciting and rapidly-growing industry. The type of work we do is categorically awesome, and we hope to find the right fit, based on experience and culture, to take our Customer Success team to the next level!

Company Description

We are a leading provider of wireless, mesh-networked, "Internet of Things" (IoT) sensors for industrial environments. Our cost-effective, plug-and-play products empower businesses of all sizes to conduct as needed predictive and preventative maintenance on mission-critical and secondary equipment in order to maximize uptime.

Reports to: Customer Success Team Lead

Onsite Requirements: Onsite

Office Location: Queens Gate area of Cincinnati, OH

Travel: Very minimal, but occasional travel required

Work Authorization: Must be authorized to work in the U.S.

Sponsorship is not available at this time

Exemption Status: Exempt

Job Description

• Represent the company and the Waites brand in a professional manner
• Achieve the highest level of customer satisfaction and loyalty at all times
• Manage the onboarding process for new customers to ensure success with their investment
• Proactively engage customers in using our products and services through regular contact (including calls and emails), assist customers when needed, and address any unmet needs
• Engage with assigned customers' main stakeholder(s) on a regular basis to ensure we always remain focused on maximizing success and customer happiness
• Keep up-to-date on the latest needs for your customers
• Marshal the necessary internal resources to ensure products and services meet client expectations
• Identify and gather feedback from clients to improve our products and services
• Perform basic and advanced trainings with new and current users that will further foster their use of and success from Waites platforms
• Build trusted, long-term relationships through honest and clear communication
• Document all customer-specific service activities and information in our CRM database
• Contribute to account growth by seeking out, identifying, and communicating new opportunities within existing customers
• Carry out additional responsibilities as needed to support business objectives

Qualifications & Requirements:

• BS/BA (4-year degree) business, information technology, related fields, or related experience.
• The desire to further develop customer relationship skills; prefer 2-3 years of past client service or sales experience
• Excellent computer skills and a fundamental understanding of how customers of varying skill levels use and understand software-based tools

Desired Skills

• Ability to easily connect with people and understand their point of view
• Openness to learn and develop new skills
• Clear and honest communication and interpersonal skills on all hierarchical levels
• Superior organization and time management skills
• Flexible and creative problem-solving skills
• Convincing and clear presentation style
• Ability to extract useful information through astute listening skills

Culture Fit Requirements

• High intellect and strong analytical skills
• Innovative and driven to constantly improve
• Non-bureaucratic, flexible, and able to thrive in a fast-moving environment
• Positive energy and attitude towards people and problem-solving
• Demonstrates a balance of humility, strong work ethic, and interpersonal savvy ("Humble, Hungry, and Smart") in approach to teamwork and problem-solving.
• A genuine human.
• Demonstrates a "Can Do" mentality.

Why Waites?

At Waites, we offer an attractive base salary with a strong history of bonus potential. We are intensely customer-focused, with a culture that encourages hard work, fun, and mutual success. As we continue to grow, there will be many opportunities for professional advancement and development.

Learn more about who we are and what we do by checking out our website at www.waites.net.

WST is an Equal Opportunity Employer.