Customer Success Program Manager

SGS Consulting; Kansas City (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

SGS Consulting is seeking a skilled professional to coordinate executive briefings and customer visits. You will source discussion leaders, ensure form completion for customized preparation, and tailor content to each client, enabling impactful presentations and demos.

You will recruit experts, collaborate with senior management, and manage events, aiming to align corporate strategy with customer needs in both in-person and virtual settings.

Qualifications

• Excellent verbal and written communication, as well as presentation skills.
• Effective interpersonal skills at all levels.
• Presentation, facilitation, and demonstration skills.

Responsibilities

• Source the right discussion leaders/executives for briefings by consulting with the sales team and aligning the resources for the customer visit.
• Ensure sales completes the cloud-based briefing request form to inform preparation calls and agenda.
• Develop content based on individual customers to drive successful briefings.
• Recruit and develop subject matter experts for discussions with senior management and product teams.
• Lead discussions, facilitate interactions, and present during briefings, including customer insight sessions.

Skills

Customer Experience

Sales

Manufacturing

Education

Excellent verbal and written communication

Presentation skills

Interpersonal skills at all levels

Job description

Job Responsibilities

• Source the right discussion leaders/executives for briefings by consulting with the sales team and aligning the ideal resources for the type and level of customer visiting.
• Ensure sales properly completes our cloud-based briefing request form which informs our preparation calls, strategic agenda, and other customization and personalization activities.
• Having the right content based on individual customers is a key success factor.
• Recruit, retain, recognize, and develop new discussion leaders as needed (subject matter experts/presenters) by working with senior management, product, segment, and solutions marketing, sales management, and R&;D teams.
• Lead discussions, facilitate interactions, deliver presentations/demonstrations, and otherwise participate in briefings as needed which are often during the opening and closing “customer insights” sessions (may include learning about the customer, facilitating introductions, validating objectives, introducing discussion leaders, debriefing between topics, noting action items and recap, and closing briefing).
• Prepare facility for both in-person and virtual briefings which may include spaces preparation, digital signage, AV readiness, content management, virtual production needs, and building and leveraging relationships with external and internal vendors and partners.
• Help to ensure EBC demos and solutions content are impactful and aligned with corporate strategy through collaboration with offer leaders, strategic marketing, and other strategy-related positions.
• Manage special projects as assigned which may include strategic EBC growth initiatives, research, and/or special reports generation.
• Potential growth opportunity to learn and become a discussion leader on highly strategic topics during customer briefings on occasion in areas such as Sustainability, Services, Segments, Software, and more.

Skills

• Customer Experience, Sales, Manufacturing

Education/Experience

• Excellent verbal and written communication, as well as presentation skills
• Effective interpersonal skills at all levels
• Presentation, facilitation, and demonstration skills.