Customer Success Manager in Brookfield, Wisconsin

Date Posted: 12/16/2020

Job Snapshot

Employee Type: Full-time
Job Type: Operations
Date Posted: 12/16/2020

Job Description

With the launch of the One-Key app in 2015, Milwaukee Tool introduced the era of Internet of Things (IoT) in industrial-grade power tools. Leading the edge in connected technology for the contractor, we are seeking a talented Customer Success Manager who can help our customers navigate this space. You'll be at the ground floor, managing our enterprise clients to drive adoption and outcomes leading to line expansion and advocacy across your client portfolio.

 

This individual is a strategic thinker as well as a hands-on master of their craft. The voice of our program, primary responsibilities will be focused around attracting, retaining, and growing users within our app. The Customer Success Manager works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully.


Essential Responsibilities

Your primary responsibility will be the retention and growth of our core customers. These include our main marketing website, blog, self-service portal, social media channels, and app store presence. You will be creating content that helps us engage with and grow our users.

  • Perform initial on-boarding of accounts with One-Key customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime
  • Create and drive a value realization plan for customers, communicate and monitor strategy with sales
  • Proactively identify account risks and drive mitigation strategy.
  • Serve as the One-Key subject matter expert (SME) providing guidance and addressing challenges on work/project management and collaboration to customers
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support and field sales teams, and expand One-Key use throughout the account
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from One-Key
  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction
  • Serve as the primary interface to manage and resolve any critical situations
  • Work closely with the Sales and ATS teams to share customer insights that inform additional product and service sales opportunities
  • Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high referral rates in our larger customers, many of which operate at massive scale

Qualifications/Requirements

  • Bachelor's degree preferred and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
  • Confident, high energy, self-motivated and a true team player
  • Experience working with senior and executive level customer contacts
  • Demonstrated ability and desire to work and excel in fast-paced environment
  • Understanding of apps and IoT technology with a desire learn new technologies
  • Ability to understand and articulate One-Key to multiple levels of an organization
  • Must possess a proven understanding of construction operations and business model; prior industry experience or technical sales experience preferred
  • Willingness to Travel 50%
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