Customer Success Manager

Job Description

We are seeking a dedicated and proactive Customer Success Manager to work hybrid in our Norwood officeto enhance the post-sale experience for our customers across the business.

A Day in the Life:

As a Customer Success Manager, youwill build customer loyalty, drive customer satisfaction, and support customer retention and growth by supporting the implementation and ongoing usage of Advanced Instruments (AI) products and services. You will develop best in class processes across the business to support customer implementation and ongoing support.

In this role, you will serve as a customer advocate focusing on building and cultivating long-term customer relationships by supporting a strong handoff from the sales team to ongoing service and support. The Customer Success Manager also acts as the first touchpoint for customers through proactive communication and providing post-Sales support at varying levels. At initial installation, you will be the lead in driving cross-functional collaboration.

What we are looking for in you:

• Act as trusted customer adviser/consultant to ensure success and ongoing utilization of AI products.
• Identify areas of optimization and develop new processes when internal bottlenecks are identified
• Work with Finance to proactively monitor consumable trends and work with customers
• Learn and develop robust knowledge of AI product line to best troubleshoot
• Bachelor’s Degree or equivalent work experience
• 3-5 years of experience in an account management or customer advocating role
• Self-motivated, results oriented and passionate about the customer experience with a customer-first mindset
• Possess a hybrid of soft and hard skills – entrepreneurial thinking, managing relationships with a strong aptitude
• Superb organization, project management, time management, problem solving and presentation skills
• Excellent written and verbal communication skills over several platforms – phone, email, TEAMS
• Advanced technical savvy – experience with MS Office/TEAMS, Salesforce, Epicor or Manufacturing ERP environment, Quality Management Systems, PDF editors, softphone

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Work Location: Hybrid, Norwood office

What's in it for you?

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks!

EEO Statement:

Advanced Instruments takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Advanced Instruments will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Norwood, MA 02062

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