Customer Success Manager
2 months ago
Bittele Electronics is a well-established and growing electronics company. We take pride in being one of the leading electronics manufacturers in Ontario, Canada. We serve customers worldwide but mainly in the USA and Canada. With production facilities in China and Canada, we are securing a strong brand and reputation in low volume Turn-key PCB assembly in the EMS industry.
We are seeking an experienced Customer Success Manager to join our Technical Sales group and enable business growth by developing our client partnerships, ensuring excellence in customer service, and driving loyalty. This position reports to the Director of Business Development.
**Key Responsibilities**:
- Develop strategies to ensure client satisfaction and project success.
- Define, measure and drive customer success KPIs.
- Advocate for customer needs within the organization to improve service delivery.
- Deliver process improvements to improve overall customer experience.
- Measure and drive customer retention and new business capture.
- Act as the primary point of contact for customer inquiries and concerns.
- Identify opportunities for account growth.
- Upsell and cross-sell manufacturing services.
- Assist customers with troubleshooting issues and provide solutions.
- Coordinate with support teams to resolve client concerns promptly.
- Analyze customer success metrics and track progress toward goals.
- Collaborate with sales, marketing, quality, finance and production teams to align on customer success strategies.
- Develop long-term plans for customer engagement and success.
- Develop programs that encourage customer advocacy, such as testimonials or case studies.
- Engage customers in community forums or user groups.
- Prepare reports on customer health and success initiatives for internal stakeholders.
**Qualifications**:
- University degree in Electronics/Electrical Engineering, or a Technologist or Technician diploma in an Electronics Technologist, Technical or Engineering program.
- B2B Sales experience in a quota-carrying role.
- Experience in a Customer Support or Customer Success management role.
- Excellent interpersonal and communication skill.
- Strong determination for execution.
- French speaking not required, but preferred.
**Job Types**: Full-time, Permanent
Pay: $65,000.00-$85,000.00 per year
Additional pay:
- Bonus pay
**Benefits**:
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
Schedule:
- Day shift
- Monday to Friday
Application question(s):
- Are you able to work on-site Monday to Friday?
**Experience**:
- Customer Success Management: 3 years (preferred)
- EMS industry working: 3 years (preferred)
**Language**:
- French (preferred)
Work Location: In person
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