Customer Success Manager Americas
Vor 4 Tagen
**Customer Success Manager AMERICAS**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
**This position reports to**:
Global Customer Success&Service Director
**Your responsibilities**:
- Health, safety and environment (HSE). Reinforces and maintains a culture of Health & Safety in all operations. Ensures that ABB policies, i.e. directives, instructions and guidelines are followed.
- Service sales: Creates, plans and implements services sales strategy at the own area of responsibility and by increasing the installed base (IB) penetration. Promotes value add service offerings supporting the Life Cycle Management (LCM). Volume and profit; Achieves service sales volume by selling the entire services portfolio. - Leads negotiations of major contracts to secure service sales volume. Service sales targets; Ensures periodic reviewing and achievement of service sales targets, providing cost effective solutions to the customers and initiating improvement plans as needed.
- People and leadership: Ensures own professional development and cooperation across customer success management team members, keeping abreast of current and new ABB tool methodologies, development and best practice. Guides, motivates, and develops indirect subordinates. Works to ensure services contract and scope retention and expansions.
- Service strategy:Contributes to definition and implementation of account execution strategy for the relevant operations, in alignment with global business strategies. Define customer success and account management goals and deliverables that support business goals in collaboration with stakeholders.
- Customer focus: Ensures customer focus, understanding of sense of urgency and care in the direct area of responsibility. Ensures customer retention by delivering superior customer service experiences. Drives growth of the IB at the existing agreement customers
- Relentlessly drives improvement of the customer satisfaction and agreement expansion.
- Works with the customer in identifying opportunities for improving and extending the services and eliminating pain points.
- Service delivery: Ensures the customer portfolio is managed consistently, based on best practices and ABB Policies. Manages the customer success activities through account reviews and processes. Takes an active role in resolving escalated issues. Defines and drives efficient as well as optimized customer success management execution process utilizing relevant ABB operation tools along with appropriate implementation.
- Ensures that the customer success documentations are appropriately maintained in relevant ABB tools. Meets or exceeds revenue, utilization, margin, and client satisfaction targets through the successful delivery of customer success management practices and cooperation with Lifecycle Services.
**Your background**:
- Minimum 5years experience in a relevant customer service role
- Understanding of Software related services
- This is commercial role and work in collaboration of Customer lifecycle services
- The role in not managerial, but individual contributor
- Main challenges: New role, scattered un-uniform current services, uncomplete team, low maturity
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