Customer Success Manager Details

Customer Success Manager

Topcon Positioning Systems - Livermore, CA

Employment Type : Full-Time

Topcon Positioning Group is headquartered in Livermore, California, USA (topconpositioning.com). Topcon Positioning Group designs, manufactures and distributes precise positioning products and solutions for the global surveying, construction, agriculture, civil engineering, BIM, mapping and GIS, asset management and mobile control markets. To learn more about Topcon career opportunities go to www.topconcareers.com. Summary Customer Success Manager who will ensure the long-term success of our OEM customers and large dealers. Responsibilities

• Actively build dealer relationships, starting with onboarding newly signed dealers into our program, working with customers closely through their lifecycle with Topcon.
• Advocating customer needs/issues across Topcon’s product, engineering, support, quality, and other teams.
• Acting as the primary point of contact for any client escalations. Provide ongoing support, and problem resolution.
• Produce in-depth reporting and initiate process improvements in order to deliver reports in a timely manner. Drive the collection of promoter NPS and survey responses.
• Review contracts and work with legal and cross-functional teams to update/review.
• Train OEM customer reps on contract requirements.
• Schedule regular meeting with OEM customers and large dealers to address issues and resolve problems.
• Manage and Provide direction, coaching, and feedback to direct and indirect reports.
• Develop and implement training and quality assurance programs for new team members.
• Ensure cross functional team members are trained and adhering to customer specific contracts

Qualifications

• Bachelors degree or equivalent experience.
• 5+ years customer service in a manufacturing environment.
• Advanced Excel skills
• Experience with SAP or similar ERP.

Company policy requires newly hired employees to be fully vaccinated for COVID-19 as of their start date. Company is an equal opportunity employer, and will provide reasonable accommodation to the unvaccinated in accordance with federal, state, and local law.