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Customer Success Manager

Oakland, CA 94622

Posted: 10/09/2024 Employment Type: Direct Hire Job Number: 24833

Job Description

Are you looking to make a career change in the biotechnology industry?  This exciting Customer Success Manager opportunity offers a competitive salary plus an excellent benefits package including medical insurance, dental insurance, vision insurance, stock options, paid PTO.  Does this position match your future career goals? Then this Customer Success Manager opportunity could be the right fit for you.

RESPONSIBILITIES:
  • Lead the onboarding process, ensuring customers integrate our technical products and services (e.g., viscometers, software, consumables) smoothly.
  • Engage with customers to understand their applications and needs, communicating insights to management for product enhancements and development.
  • Provide exceptional and timely customer service, addressing inquiries and issues from prospective and existing customers by coordinating with internal teams for effective resolution.
  • Anticipate potential challenges and proactively implement measures to ensure a positive customer experience.
  • Facilitate product training sessions for customers, highlighting product features and benefits.
  • Develop and update educational materials to improve customer satisfaction.
  • Build and maintain strong, long-term relationships with customers, serving as a trusted advisor on both technical and non-technical issues.
  • Conduct quarterly business reviews (QBRs) with customers’ operational and executive teams to demonstrate value and enhance engagement.
  • Identify upselling opportunities based on evolving customer needs and technical requirements.
  • Establish and monitor key customer success metrics, adjusting strategies to improve satisfaction, retention, and activation.
  • Prepare regular reports for internal teams, offering insights for ongoing improvement.
  • Lead, mentor, and develop a high-performing field service team to deliver exceptional service and achieve key performance metrics.
  • Stay updated on professional and technical knowledge by participating in educational workshops, reviewing publications, and building networks.
  • Contribute to achieving specific service-related key performance indicators related to revenue, profit, and service order volumes, aligned with our corporate values to ensure service excellence in all aspects of our work.
  • Perform additional duties as assigned.

QUALIFICATIONS:
  • Must have prior experience in purchasing, print estimating, and job planning.
  • Strong customer service orientation and meticulous attention to detail.
  • Proficiency in Microsoft Excel and Word, or a willingness to learn necessary software.
  • In-depth understanding of offset and digital web print processes.
  • Ability to clearly convey cost estimate information to account management teams.
  • Capable of multitasking while maintaining high standards of quality and accuracy.
  • Experience with online purchasing is required.
  • Ability to perform quality control on your own work and that of your team to ensure consistency and accuracy.

BENEFITS:
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Direct Hire
  • Paid time off
  • Life insurance
  • Paid Bank Holidays
  • 401(k) matching

Salary: $100K-$150K (DOE)

Ask for: Roger Armenta

Job Id: 24833

Ajulia Executive Search is a New Jersey based Executive Search Firm specializing in retained searches in multiple sectors, including Manufacturing, Finance, IT, Legal, and Pharmaceutical. We have a nationwide client base and offer services in temporary and direct hire placements.

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About Oakland, CA

Explore exciting job opportunities in the vibrant area around Oakland, California! Known for its eclectic mix of cultures, thriving arts scene, and stunning views of the San Francisco Bay, Oakland offers a unique blend of urban energy and natural beauty. Home to landmarks like Jack London Square and the Oakland Museum of California, as well as renowned eateries serving up delicious cuisine from around the world, this region is a melting pot of creativity and innovation. With professional sports teams like the Golden State Warriors and the Oakland Athletics, plus an array of theaters, parks, and recreation areas like Redwood Regional Park, job seekers in Oakland can enjoy a dynamic work-life balance unlike anywhere else. Embrace the charm and endless possibilities that Oakland has to offer - your next career opportunity awaits!