Duke Manufacturing

Customer Success Advocate Jobs at Duke Manufacturing

Customer Success Advocate Jobs at Duke Manufacturing

Sample Customer Success Advocate Job Description

Customer Success Manager

Job Summary:

The Customer Success Manager (CSM) will hold responsibility for developing long-term relationships for assigned accounts and maintaining alignment with key business executives and stakeholders. In addition, the CSM will liaise between customers and cross-functional internal operations teams to ensure the timely and successful delivery of our solutions according to customer needs.

Essential Responsibilities:

  • Responsible for the day-to-day operations of assigned account
    • Establish, in depth and trusted relations with assigned accounts
    • Primary point of contact for Customer and Technical Service escalation
      • Proactive follow up and management of quotes, orders, and tasks.
      • Service dispatch follow up.
    • Responsible for owning the complexities of an Account's transactions or issues.
  • Critical thinking and problem-solving capability are critical.
  • Understand the need for collaboration and escalation with sales leadership.
  • Need to carry excellent team player characteristics
  • When appropriate attend customer meetings and events
  • Understand business development initiatives
  • Maintain accurate customer contact and account profiles within Salesforce CRM; utilize to strategically prioritize efforts.
    • Responsible for supporting PowerBI account reporting, transactional, historical and activity.
    • Create visibility to account activity to Regional Managers and Value Stream Leadership
  • Build partnerships with Duke operations to remove blockers to account success.
    • Internal advocacy for assigned region
  • SIOP – manage short term (30-90) contributions for assigned account

Essential Knowledge, Skills, and Abilities

  • Attention to detail
  • Proficient in Microsoft Office
  • Excellent written and verbal communication proficiency
  • Proficient in Salesforce/Power Bi
  • Sound Duke product knowledge
  • Working knowledge of Epicor
  • Understanding of freight and logistics processes
  • Strong customer negotiation skills
  • Ability to prioritize complex tasks
  • Account Management
  • Ability to prioritize complex tasks
  • Working knowledge of flow concepts
  • Working knowledge of equipment design

Duke is an equal opportunity employer