Customer Success Manager

NeoGraf has been the world leader in the industry for more than 140 years, developing the most comprehensive graphite solutions since 1881. Our products are the reason why some of today’s most technologically advanced products are able to perform and work the way they do. Our depth of knowledge, training, understanding and discipline is unmatched in the market, and there’s no stopping where we can go from here.

Primary Job Function

The Customer Success Manager is responsible for overseeing the team and ensuring exceptional customer service and driving sales growth through effective communication, product knowledge, and relationship-building skills. Lead customer service and inside sales teams while championing a customer-centric culture across the organization. Responsible for developing and implementing a comprehensive CX strategy that drives customer satisfaction, loyalty, and increased revenue.

Description of Responsibilities

• Oversee all aspects of inside sales, ensuring a seamless and positive experience across all touchpoints (phone, email, chat, etc.)
• Sales Process Optimization: Analyze the sales funnel, identify bottlenecks, and develop strategies to streamline the sales process for improved efficiency and effectiveness.
• Lead and develop a high-performing inside sales team, fostering a culture of ownership and continuous improvement
• Establish and monitor key performance indicators (KPIs) for customer service, including resolution rates, first contact resolution, and customer satisfaction scores
• Analyze customer feedback to identify areas for improvement and implement solutions
• Develop a comprehensive training program to equip inside sales reps with the skills and knowledge to excel
• Foster a competitive and collaborative team environment that drives success.
• Manage and motivate a team of inside sales representatives to achieve and exceed sales targets
• Develop and implement a data-driven sales strategy to maximize revenue generation
• Unearth Hidden Potential: Leverage customer data to identify upsell and cross-sell opportunities for our existing customer base, with a particular focus on underserved smaller customers. Mine historical data to harvest unrealized opportunities and reignite engagement with these customers.
• Coach and mentor inside sales reps, providing guidance on sales techniques, product knowledge, and effective communication
• Track and analyze key sales metrics and develop strategies for improvement
• Develop and implement a company-wide customer experience (CX) strategy, aligning it with overall business goals
• Champion a customer-centric culture by fostering collaboration across all departments
• Design and launch a Net Promoter Score (NPS) program to measure customer satisfaction
• Analyze NPS data to identify areas for improvement and implement initiatives to enhance the customer journey
• Advocate for the "voice of the customer" within the leadership team

• Pricing Analytics & Strategy: Leverage data and analytics to identify pricing trends, customer behavior, and competitor pricing. Develop and implement data-driven pricing strategies to optimize profitability and revenue growth.

• Communicate and implement price adjustments by training inside sales team, assist in crafting customer messaging, and addressing customer concerns.
• Contribute to Sales & Operations Planning (S&OP) by providing accurate sales forecasts, identifying demand shifts and offering feedback on sales target feasibility.
• Champion CRM use by collaborating on implementation, driving data quality and maintenance, promoting user adoption, and leveraging data for sales insights.

• Sales Forecasting & Reporting: Develop and maintain accurate sales forecasts based on historical data, market trends, and pipeline analysis. Generate reports to track sales performance, identify opportunities, and support informed decision-making by the sales leadership team.

Knowledge and Skills

• Bachelor’s degree in Business or equivalent.
• Minimum 7-10 years of experience in a customer-facing role, with a proven track record of success in both customer service and sales leadership
• Experience developing and implementing customer experience strategies
• Strong understanding of customer journey mapping and experience optimization principles
• Excellent communication, coaching, and interpersonal skills
• Data-driven and analytical approach to problem-solving
• Ability to motivate and inspire a team to achieve ambitious goals
• Experience with CRM and customer service technology platforms is a plus

Working Conditions

• Non climate-controlled factory environment, along with climate-controlled office or lab environment; Concrete flooring that may be slippery at times due to graphite. Exposure to audible and visual alarms, lights, etc. PPE may be required as appropriate.
• Travel up to 10%