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Customer Success Manager

Company: Tennant
Location: Eden Prairie
Posted on: May 3, 2021

Job Description:

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

PURPOSE/SCOPE:

  • Drive development and coordination of a homogenous customer care system for Tennant's robotics customers. This system will enable:
  • Customer Success Teams to work strategically with Tennant's robotics customers to drive adoption and help them realize the full value of their Tennant products and the Tennant ecosystem
  • A best in class customer experience to ensure customer expansion, retention, and growth
  • Tennant sales representatives to efficiently and effectively support customers of advanced Tennant product lines in the field
  • Support North American business unit to understand customers' needs and promote the continual development and improvement of tools and processes to best support them
  • Collaborate with Tennant's global business units and Marketing leadership to apply learnings globally to ensure Customer Success priorities are appropriately aligned and prioritized in the development of the customer care system

GENERAL RESPONSIBILITIES:

  • Work closely with customers, primarily by phone, email, and video conference, to drive adoption of Tennant products and consult on productivity best practices
  • Work cross-functionally to efficiently address customer concerns and help maintain highest level of customer satisfaction to ensure customer retention
  • Ensure sales representatives are equipped with appropriate resources and training to meet their customers' needs; gather feedback from the field for continual improvement of sales resources and processes
  • Drive insights through analytics (Excel, PowerBI), utilizing telemetry data to monitor customer productivity and identify potential obstacles to adoption and opportunities for improvement
  • Execute on initiatives and programs designed to increase levels of customer retention and satisfaction, service excellence, and optimizing business processes and operations
  • Manage multiple accounts and support a large field sales and service org. simultaneously while prioritizing various projects and interests appropriately
  • Document and update relevant customer data in CRM and other internal databases
  • If/when travel can be done safely, some travel may be needed for customer site visits, business reviews with customers, and sales support
  • Document and share learnings and insights from Customer Success role to inform development of the customer care system
  • Lead project management, execution, and documentation of the global care system.

REQUIRED EXPERIENCE & EDUCATION:

  • Bachelor's degree required
  • 5-7 years of overall business experience, to include:
  • Minimum of 2+ years of experience in customer-facing support or sales
  • Proficient in Microsoft Office, especially Excel and PowerPoint
  • Project management expertise and/or experience
  • Experience in leading cross-functional development efforts
  • Strong communication, organizational, and time management skills
  • Strong problem-solving capabilities, strong sense of responsibility and self-motivation, and ability to work in a team environment
  • Previous experience in robotics and/or IoT (preferred)
  • Experience in working with global business units (preferred)
  • Multi-lingual a plus (Spanish, French, and others)

Begin your journey with us. Let's reinvent how the world cleans.

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.

Nearest Major Market: Minneapolis

Job Segment: Manager, Marketing Manager, Field Sales, Project Manager, Customer Service, Management, Marketing, Sales, Technology

Keywords: Tennant, Eden Prairie , Customer Success Manager, Other , Eden Prairie, Minnesota

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