Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us?
Summary of the Role:
The Customer Success Manager (CSM) is responsible for planning, directing, supervising and evaluating the workflow of the Customer Success Advocates (CSA). In addition, the CSM will coordinate work activities to achieve the expected operational and overall business requirements and objectives. The CSM will monitor performance of all CSA’s according to the established standards and goals, using calibration documents to drive year over year performance improvement and identification of training needs. The CSM will work closely with the Director of Customer Advocacy to make hiring decisions and conduct performance appraisals. The CSM is also assigned to complex and/or important customers, services and issues.
The CSM is also responsible for providing and achieving outstanding customer service and total satisfaction to existing and prospective customers while building positive customer relationships to help enable development of new business opportunities. The CSM is responsible for customer order management along with communication and coordination throughout supply chain, manufacturing, ServicePLUS Centersand the sales team. The CSM is responsible for supporting the Sales Engineers and Application Engineers with current customer projects and overall business. The CSM is responsible for assisting in achieving service level goals.
Tasks and Responsibilities:
The primary function of the CSM position is to provide the management, coordination of day-to-day operations and supervision of a team of CSA’s. The CSM is also responsible for outstanding customer service and total customer satisfaction to existing and prospective customers while operating within established procedures.
Education and Experience:
Last Application Date 2022-08-09
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