BROAD FUNCTION
The Customer Success Manager is an integral part of the account management team and is responsible for developing long-term, trusted advisor relationships with assigned Clients. This is achieved by maintaining a clear understanding of their Client’s goals and objectives; analyzing data and delivering improvement to Client ROI and value drivers; strong internal and external communications; identifying revenue opportunities and enhancing profitability for both the Client and OnProcess.

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PERFORMANCE RESPONSIBILITIES*

• Presales activities
• Coordinating implementation of new programs
• Conducting client needs assessment
• Determining and implementing best practice across program industry as appropriate
• Representing OnProcess at industry events
• Performing product presentation and demonstration
• Implementation of new programs
• Manage implementation of new programs
• Review process documentation and submission of all application specifications
• Manage report development
• Client relations
• Communication Liaison
• Escalation of issues
• Respond to client ad hoc production of client reporting
• Act as a point of accountability to client for programs function
• Act as the communication liaison between client, sales, client services group and manager on issues, trends successes and opportunities
• Responsible for results/insight
• Root Cause analysis/solutions
• Trending and data analysis
• Presentation of results both internally to sales executives and externally in formal client reviews
• Budgetary responsibility
• Adheres to the parameters set by the budget within the business
• function
• Process analysis/efficiency
• Work with internal groups to determine requirements/ongoing refinement of client service tools/technologies
• Oversee management of documentation
• Program guides/Production metrics
• Supervisory activity
• Adherence to metrics

QUALIFICATIONS

• 3-5 years client services experience
• Bachelor’s Degree in appropriate field
• Solid analytical problem solving and multi-tasking abilities
• Minimum of 3 years purchasing and planning experience with contract manufacturers or service parts
• Must have MS Office (especially Excel, Access) experience.
• SQL Database experience
• PTC or SAP planning module experience is preferred.
• Advanced understanding of forecasting, supply vs. demand analysis, available to promise calculations, cycle times and inventory management
• Proven supervisory experience
• Experienced in the delivery of both internal and external presentations
• Excellent written, verbal, and interpersonal communication skills
• Available to travel up to 5% of the time

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Job Type: Full-time