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