Customer Relationship Manager - Fortive Corporation
Pittsburgh, PA
About the Job
Position Overview:
The Customer Relationship Manager is responsible for owning the post-sale customer relationship (onboarding, retaining and growing) of Industrial Scientific’s customers. Customer Relationship Managers are assigned a portfolio of National logo accounts and accounts across a territory that they will work in tandem with Account Executives and Enterprise Business Development Manager. This role is charged with working closely with our customers to ensure satisfaction with our products and solutions, resolving areas of dissatisfaction, and partnering with other Industrial Scientific teams to drive resolution. This role is looked to as a subject matter expert with a wide degree of ownership, creativity, and latitude.
RESPONSIBILITIES AND DELIVERABLES:
+ Successfully onboarding customers and improving the customer’s onboarding experience
+ Proactively initiating and managing the post-sale relationship with customers to ensure a positive experience and successful ongoing partnerships
+ Identifying and enabling commercial cross-sell/up-sell opportunities by providing advice and guidance to ensure successful ongoing usage and adoption of products
+ Scheduling and conducting business reviews and health checks leveraging data to ensure proper system operation for customers
+ Coordinating post-sale issue resolution, leveraging Technical Support and Field Services Teams
+ Partnering with the Sales team; understanding and continuously learning about the customer’s objectives for choosing iNet and engaging with customers as their single point of contact on products and services provided by Industrial Scientific
+ Monitoring Customer account health and KPIs (Key Performance indicators): proactively identifying opportunities for improvement for both the customers and ISC and delivering suggestions and a path forward during reoccurring Business Reviews
+ Exercising extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software, hardware, systems, and applications
+ Efficiently and accurately processing required documents to ensure revenue is recognized
+ Assisting company in meeting retention and sales targets and with managing growth targets to plan
+ Ability to travel to customer’s sites based on customer and business needs (average 4 times annually and as needed)
OORGANIZATIONAL ALIGNMENT
+ This position will report to the Regional Manager Customer Success.
QQUALIFICATIONS
SSKILLS & WORK TRAITS
RREQUIRED (Non-Negotiable):
+ Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
+ Ability to effectively engage in high-level, self-directed time management and prioritization of workload
+ Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
+ Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
+ Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users
+ Proven ability to engage across corporate functions (Customer Success, Product Management, Sales, etc.)
+ Demonstratable success delivering client-focused solutions based on customer needs
+ Strong commercial skills to excel in a complex and rapidly evolving environment
+ Solid experience with CRM software (e.g. Salesforce), ERP platforms (e.g. Oracle) and MS Office applications
QUALIFICATIONS PREFERRED:
+ Project management experience
+ Strong preference for a minimum of three (3) years relationship management experience
+ Strong preference for 1-3 years' experience within the Technology/SaaS industry highly preferred
TECHNICAL COMPETENCIES
+ Thorough understanding of all Industrial Scientific products, applications, and service offerings
+ Knowledge of bug and defect tracking
+ 5 years of related Customer Success experience
EDUCATION
+ Bachelor’s Degree or equivalent work experience required; Master’s Degree preferred
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
The Customer Relationship Manager is responsible for owning the post-sale customer relationship (onboarding, retaining and growing) of Industrial Scientific’s customers. Customer Relationship Managers are assigned a portfolio of National logo accounts and accounts across a territory that they will work in tandem with Account Executives and Enterprise Business Development Manager. This role is charged with working closely with our customers to ensure satisfaction with our products and solutions, resolving areas of dissatisfaction, and partnering with other Industrial Scientific teams to drive resolution. This role is looked to as a subject matter expert with a wide degree of ownership, creativity, and latitude.
RESPONSIBILITIES AND DELIVERABLES:
+ Successfully onboarding customers and improving the customer’s onboarding experience
+ Proactively initiating and managing the post-sale relationship with customers to ensure a positive experience and successful ongoing partnerships
+ Identifying and enabling commercial cross-sell/up-sell opportunities by providing advice and guidance to ensure successful ongoing usage and adoption of products
+ Scheduling and conducting business reviews and health checks leveraging data to ensure proper system operation for customers
+ Coordinating post-sale issue resolution, leveraging Technical Support and Field Services Teams
+ Partnering with the Sales team; understanding and continuously learning about the customer’s objectives for choosing iNet and engaging with customers as their single point of contact on products and services provided by Industrial Scientific
+ Monitoring Customer account health and KPIs (Key Performance indicators): proactively identifying opportunities for improvement for both the customers and ISC and delivering suggestions and a path forward during reoccurring Business Reviews
+ Exercising extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software, hardware, systems, and applications
+ Efficiently and accurately processing required documents to ensure revenue is recognized
+ Assisting company in meeting retention and sales targets and with managing growth targets to plan
+ Ability to travel to customer’s sites based on customer and business needs (average 4 times annually and as needed)
OORGANIZATIONAL ALIGNMENT
+ This position will report to the Regional Manager Customer Success.
QQUALIFICATIONS
SSKILLS & WORK TRAITS
RREQUIRED (Non-Negotiable):
+ Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
+ Ability to effectively engage in high-level, self-directed time management and prioritization of workload
+ Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
+ Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
+ Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users
+ Proven ability to engage across corporate functions (Customer Success, Product Management, Sales, etc.)
+ Demonstratable success delivering client-focused solutions based on customer needs
+ Strong commercial skills to excel in a complex and rapidly evolving environment
+ Solid experience with CRM software (e.g. Salesforce), ERP platforms (e.g. Oracle) and MS Office applications
QUALIFICATIONS PREFERRED:
+ Project management experience
+ Strong preference for a minimum of three (3) years relationship management experience
+ Strong preference for 1-3 years' experience within the Technology/SaaS industry highly preferred
TECHNICAL COMPETENCIES
+ Thorough understanding of all Industrial Scientific products, applications, and service offerings
+ Knowledge of bug and defect tracking
+ 5 years of related Customer Success experience
EDUCATION
+ Bachelor’s Degree or equivalent work experience required; Master’s Degree preferred
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
Source : Fortive Corporation