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

Current Openings for Customer Success Advocate Jobs at Duke Manufacturing